mobile phone upgrade mess

I am here because this has been the worst customer service experience ever. i purchased a new phone on the xfinity websight to replace my wifes phone. First i went to activate the new phone and it instructed me to go to an xfinity store which I did 30 miles one way and the rep told me they could not help and I had to call to get it activated, i did show him were it said to go the a store on the app and he said that was wrong??? Next called to activation and number transfer to the new phone and she shut off her old phone and did not activate the new phone, so she had not phone! Then I received an email saying that the service was disconnected and her long time number would be lost. So I called again and told them what was happening and after 1.5 hour call she turned on her old phone with a new number. I called again another 1.5 hours wasted and was told the xfinity rep [Edited: "Language"] it up and they would have the new phone with her old number activated in 24 hours, That has not happened. trip to the store 3 long phone calls and still no activation. On top of that i have been charged for a 3rd line activation that i did not request. I am beyond frustrated. We need her old number back. Please help!!!