HELP went to store for simple device upgrade, left with internet and mobile plans BLOWN UP and no active phone line

This is a long documentation of all the things in my mobile and internet accounts that were blown up over the weekend and are currently unresolved. If this is not the forum for it, please advise. I do not have more time to spend on the phone or in a store until someone acknowledges that they hear me and can fix this.

Pardon the dump of information here. I’m so frustrated I can’t stand the thought of wasting more time in the xfinity store and frankly I don’t know who I can trust to fix the absolute disaster that I’m in because I trusted someone to go in and start making changes to a plan that was working FINE as it was.

Saturday (12.6) I went to the Xfinity store in Livermore, CA to exchange a phone I had chosen for my daughter (iphone 16e, upgrading from an iphone 12. She wanted to swap it for the iphone 16. Easy Peasy.) She was eligible for an upgrade..

The iPhone 16e, still unopened in the box and we simply wanted to return it in exchange for an iphone 16.

What happened next has completely blown up my internet and phone plans, involved my husband in the process (who was never on the account) and pushed him and me both to the edge. I’ve defended my relationship with Xfinity for years as he’s pushed me to abandon the bundled discount of internet and phone and try something else. He’s now convinced I’ve been scammed and I have no defense against it - I think he’s right.

I was led to believe I’d be saving a lot of money - cutting both internet and phone bills at least in half. That couldn’t be further from what happened.

I want this resolved, or I want out, with all my money back immediately. I’ve never been so upset with a provider before - and I’ve been with Xfinity as long as i can remember.

see below for what happened. Please help route me to someone who can look into my account and tell me the smoothest and fastest way I can get this resolved.

Store Visit(s) Saturday + Sunday, 12. 6 + 7. Total time: 8 hours.

LIvermore, CA

I ended up spending SIX HOURS in the store Saturday and another TWO HOURS on Sunday.

Everything about my mobile and internet plans was overhauled. I was told I was cutting my internet nearly in half and cutting my phone bill more than in half.

None of that happened, and I was left with either massive misinformation, a huge gap in necessary information, or both.

INTERNET:

The big change? After years of being an xfinity customer, i had to switch my internet to my husband’s name to get the proposed "great deal" of being a new subscriber.

That frustrated my husband (because he thinks this whole thing is a scam and he’s threatening to cut everything off and go somewhere else.) and after staunchly defending xfinity and their commitment to saving us money, I feel like a fool.

IWhen I look at my account, I now see:

INTERNET

- messages about new equipment on the way (I heard NOTHING of this)

- a reminder that time is running out to add xfinity mobile to save on internet.

THE ONLY reason I ever got xfinity mobile was to bundle for a discount. I was assured I would not be losing that and yet I have.

 - a callout of my next bill, due 12/23, for WAY higher than my internet bill has ever been before. Reminder: I spent 8 hours and a fight with my husband because I was told I'd be saving money

Not to mention, there are MAJOR issues with my. MOBILE plan -- aside from the huge factor that it's no longer connected to my internet. I was promised that would not happen

- I had two phone lines: one for me, one for my daughter. They were seamlessly connected, and I could go into the app and look at both devices, etc. Loved it.

Now?

- I only have ONE phone line. Not two! My daughter’s is gone/not showing up at all!

- She ported a new google number over. I was told it would take a max of 36-48 hours for it to activate and when the port was complete, we’d see the SOS signal change to bars.

 - It’s been 60 + hours and nothing

Her device isn’t showing up anywhere, except as a nameless device that’s hooked up to my internet. It's not on my mobile or internet plan

THEN there's my device! I didn’t go into the store for a new phone, but I was told I could get the iPhone 17 FREE and lower my total bill by adding Premium.

- So I took that offer, paying only taxes/fees on the phone (~$150)

 - WHY am I seeing a balance of $806.94 on the phone, with monthly payments scheduled????

 - And where is my daughter’s line?

 - Why doesn't she have service yet? I was told that it would switch on it’s own from SOS to showing bars. Has not happened

HELP ME! And THANKS