Major problems with joining Xfinity community account

I have been trying to join a community account for an apartment complex in California I've just moved into. I called to start the service, and this ended up taking 1.5 hours on the phone, since the associate kept getting my information wrong and somehow accidentally created an account for me at a Florida address (I have never lived in Florida so I don't know how she did this). Then, she had to create a new account with my correct California address, and then link this to my existing profile. I was told a gateway modem would be sent to me, but after one week no gateway modem showed up. I never received any confirmation e-mail for the order so I suspect it was never sent.

Then, based on this experience, I tried to use the text-based customer service. I asked for a modem to be sent, and they first sent me a link which asked me to approve a $140/month plan, and told me to accept that. When I pointed out that I am joining a bulk community plan and should not pay anything, they created a new account for me, and then linked it to my existing profile. They told me a modem is being sent to me, and that I would receive a confirmation e-mail within 30 minutes. This time I at least got an order number, but I have not received any confirmation e-mail and I am worried that once again no modem is being sent to me.

I have spent over 4 hours total communicating with Xfinity customer service about this. When I try to navigate to my online account it is buggy, for instance the billing page always says "Failed to Load". I now have 3 accounts on my profile -- two for the same address and one for an address I've never lived at. I still have no idea if a modem has been sent and am now more than a week behind on getting internet for my apartment. All I needed was to connect to a community account, it's truly absurd that this has been this difficult. Can someone please connect me with someone who can actually get anything done here?