The Absolute WORST customer service - LIES, THEFT, and FRAUD! NEVER call or chat!

I have been an Xfinity Mobile customer for about a year. I already had a phone, and there were no issues until I dropped my phone and decided to get a new one. This is where the problems started.

• I received the new phone (it was out of stock in the store, so they had to ship it). It was after store hours, and I could not activate it online. I got onto chat for help. Six hours later, their solution was "You must have a bad SIM card. Go to an Xfinity store tomorrow." 
• Dropped the phone the next morning and cracked the screen. Two days in, phone doesn't work AND cracked screen. That afternoon, went to an Xfinity store. Phone was activated within 3 minutes (incompetent chat support said I had a bad SIM card. Wrong!). Person in the store suggested I put in an insurance claim for the broken screen
• I tried to get online to the insurance company to make the claim. They had no record of coverage. I called them, and they suggested I call Xfinity.
• Called Xfinity (2nd mistake after trying to activate using chat). Told the person on the phone the situation (new phone, cracked screen, and insurance company not having a record) and asked that he contact the insurance company to tell them I had coverage (which I paid for). Person on the phone says "The phone is so new, we can do a warranty exchange, and all it will cost is a restocking fee." The restocking fee was comparable to the insurance deductible, so I agreed (another mistake).
• Phone arrives 2 days later. They had sent a label saying that if I didn't have the old phone back to them in 30 days, they would charge me for it. The phone was shipped back the next day.
• Four days later, I receive a fraud alert from my bank that Xfinity was trying to take a payment of $1471.34. On my lunch break, I called Xfinity and was told that I didn't owe them anything, that the attempt to bill me was a mistake. I called my bank and told them that it wasn't fraud, that it was a mistake. The next day (a Saturday), Xfinity took $1,471.34 out of my account. I called them (I was out of town and the local Xfinity store was closed). Their story was that the phone was graded for the warranty exchange, it was determined to have been ....can't remember the words he used - maliciously abused, or something similar. I explained the situation and was transferred a couple of times. After FOUR HOURS, the person on the phone 1) apologized for my inconvenience 2) Assured me that I would have a refund within 7 to 10 business days, and 3) I would be compensated with billing credits for the (at that point) over 12 hours I had spent trying to activate and get an insurance repair on my new phone. As I soon discovered, THESE WERE ALL LIES AND WERE NOT ENTERED INTO THE SYSTEM NOTES.
• Four days later, I received a FedEx package from a distribution center in Ft Worth, Texas,. In the package, wrapped in bubble wrap, was the damaged phone that I had sent.
• I called the next day (Another mistake - NEVER CALL).. I was concerned about receiving the phone back. I was right - after speaking with a rep and her supervisor, they were of the opinion that I had abused the phone, that there was nothing in the notes about a refund, so I wasn't getting one. He did apologize for my inconvenience, and for the lies I was told by the other representatives and offered to waive my next payment - a total of $96. I laughed at him. he asked why I was laughing. I told him "Let's say I steal your wallet, and you had $1,000.00 in it. The next day, I hand you back your wallet, apologize for taking it, and you find there's $10.00 in it. You look at the $10, then look at me. I shrug my shoulders and say 'Sorry." How would you react? He said that he'd be grateful to have the $10. I told him he was being ridiculous, that he supervised a bunch of liars and thieves, and that it would be more honest if he simply robbed people in the street.
• I went to the Xfinity store and explained all of this. The assistant manager at my local store (San Mateo, CA) took my information, said he created a ticket (with no ticket number, incidentally, and that someone from "Tier 3" would be in touch with me within 3 business days - which was yesterday. I sent an email to him on my lunch break, then visited the store after work. He said he was still waiting to hear from them. Funny, so am I.

I have automatic payments that will be hitting in a couple of days, and Xfinity continues to hold on to money that I did not owe them. They don't seem to be in a hurry to respond to the situation. If they did not have almost $1,500.00 of my money, I would have ended my association with them. I feel like I'm being held hostage.
If you remain an Xfinity customer, do yourself a favor - DO NOT CALL OR GO ON CHAT. The people who Comcast has outsourced to are incompetent liars.