New supervisors needed

After MANY phone calls, my issue still isnt resolved. The 1st phone call we were told that my mom's phone could be fixed or a replacement given if she were to just take it to an Xfinity store. My mom drives well over an hour, only to be told be the store they're not technicians and cannot fix the problem nor replace it. Calling back to discuss this issue I was told that I was given "misinformation" and cannot help. I asked to speak to a supervisor. After a lengthy hold a lady came on the phone and once again apologized for the "misinformation" given. She offered 2 solutions neither one being feasible for this situation. I told her I for once wanted Xfinity to stick to their word of what the original operator had told us. She said it was not going to happen because that is too much to ask for Xfinity. Talks continued, going nowhere so I asked to speak to someone above her. She said what do you mean? I AM a supervisor. I said there has to be someone above her that could "handle the scope" of what i was asking ( her words). She scoffed & said "yeah, right". I told her she was being unprofessional and she actually put me on hold for upwards of a half an hour eventually disconnecting the call. I called back again, asking to speak to a supervisor & was disconnected ( not sure if unintentionally or intentional). I called back again & was able to speak to a very nice lady who actually seemed to care & get  proper ideas of how to come to solution. No solution has been made yet. I am so done with Xfinity NOT sticking with what was said. I am a customer of 13 years with a phone lines and internet... we'll see for how long.