Xfinity incompetent?or Unethical?

A few months ago I was convinced to switch to Xfinity Mobile. I was told that because my phone was old it could not be ported over but they would give me a free phone. It seemed like a good deal. Problem was that I was charged for the "free" phone. I called and was told it was a mistake, and I would be given a credit. Then that next month I was given a credit but charged again for that month. I called again and given another credit, this kept repeating. I finally went down to the local Comcast store. They put me on a video call with someone who told me that even though I was given a "free" phone the representative accidentally forgot to put the correct incentive in and there is no way to fix this. So, I simply need to call Xfinity every month for the next 19 months and ask for my credit and it will be fine. This is a terrible way to run a business. I now tell everybody to watch out for this scam from Xfinity, my question is are they incompetent or unethical because there is no other option?