support for getting replacement phone for defective phone

HI, I purchased a new phone for my father on my plan in December 2024 (Samsung a14) , the phone turned out to be a nightmare after I ruled out operator error being he is 86 years old. I spent much time on the phone with agents who took days to finally agree to send me a replacement but that it would be a Samsung A15 as the A14 was out of stock. I agreed as long as there was no charge for this and that this would not cause the same issues. I tried in the store, but they told me right away if you have no insurance, you are out of luck even though it was a short time about 10 to 14 days out. They assuraded me there would be no charge and said as long as I returned the A14 it would not be a problem. When I was still on the phone all of a sudden a charge for roughly 21$ showed up on my discover card. I asked the agent what this was for and they said I would be credited back soon. I got the new phone but never any info or e-mails or phone calls to tell me what to do with the old phone? The new phone started soon to do the same problems with acting like it was possessed . It would keep changing setting plus turning the wifi off and on like the old phone. This was costing me extra money on my account as my data plan was only one GB. I called again and the agent credited the extra charges for me on the overage plus took the initial charge of 20$ dollars off plus took the monthly charge off and said it should be good for a while. The agent also said she would try and get another phone but we changed the brand to Motorola as I did not trust another Samsung version of the same phone. They gave me a return -email and label to return the old phone A15 and said all the info is in the same e-mail about when the new phone would be there. Well as usual the e-mail never said anything about a new phone replacement but just how to return the old phone. I called again and as happened before i spent 1-2 hours on the phone with another agent who said they never heard about this and there was no recording or notes about anything in my file. This same line was told every time i talked to a new agent no one said they recorded anything. I am really confused is this a company line to say it is recorded and put in my file. Well today again I tried for 1-2 hours and again this agent after three persons again talked to me passing me off to one after another and they said they could not find the order for the free replacement phone. Now it started out as free from the first person but by the last agent she said she could get one for me, but I would have to pay for the new phone. I was like have you listened to one word I said, and she said I understand you are frustrated but this is the best I can do. Every agent said they felt my frustration but in the end no one has helped me get a replacement that works. I read online and also talked to another person in a different department in Xfinity who told me they have multiple complaints about the Samsung A14 and A15 phone and told me if They give me another phone to try another brand like Motorola or pixel or Apple. I thanked the Women for being honest and she said when I transfer you back to someone ask for a tier 2 supervisor as they are the only ones to be able to help you. When I transferred back the agent would not transfer me to a supervisor but insisted, she would fix the issue which of course never happened. All I want is a phone the works the way it is supposed to being it is a new phone. This is so bad customer service it makes me want to cancel my service which I still might. For now, I am paying a monthly bill of &$ for 24 months for a phone that works sometimes and rings sometime but not lying just has apps turning off and on and changing settings whenever it wants just like the old A14. Please someone give me a solution to getting a phone that works as I already spent almost 300 dollars after paying for shippin g to my father plus all the inclusive things like cover charger. Of course, new cover for the newer phone as the old cover did not fit. If not I will eventually just visit my father in new jersey and take his phone and my phone and trade them in for another company who offers new phones for free (the most updated phones!!) Any help would be appreciated. Just please don't sell phones that are know to have existing problems when looked up online and especially when a Xfinity rep tells me they have had multiple complaints about the same problems with the same phones. Thanks for any help. This forum has helped me before with any cable or internet billing issues great service here