Not a scam in the true sense of the word - but extremely unreliable, unprofessional, and secretive. The left hand doesn't know what the right hand is doing, and neither hand will ever keep you updated on whats going on. Sounds like you're caught up in the fraud department nefarious Tier 2 loop. You place an order, you get email confirmation, you get another email asking for documentation, you submit documentation, then.....poof - nothing else happens. Xfinity doesn't email you back, if you call they tell you the order cancelled without an explanation why, or they tell you nothing because they know nothing. The store can't help you either. It's a joke and it's obvious that this little venture from Xfinity is going to eventually crash becase the process and lack of service is horrid. People thought that Comcast would screw up this service and it would be a nightmare when they announced it - people were right.
Run while you can.
Laubuadubin, let's check on your order. Please send me a private message with your full name and phone number tied to your residential services for help.