I'm really unhappy, it was a big mess

First, I am a loyalty customer of Xfinity.
I have been using the Internet Service for a long time. I decided to switch the phone plan of me and my wife's to Xfinity. It was great so far until my wife got a new phone which is iPhone 17 pro.

The problem starts here, the 17 pro got cracked on the screen. We brought it to Apple Store for them to replace a new device. It took me almost 3 hours at the Apple Store trying to transfer the eSim (which was easily transfer from the old device (14 pro) to the cracked 17 pro. But it was a pain when transfer from a cracked 17 pro to a new 17 pro.
Apple told me I should try to talk with Xfinity for that. So they took the old phone which was still having an eSim attached to it.
I brought the new 17 pro home, I have tried so many time to activate the network but nothing works. So I started a chat with an Xifinity agent whose named was TARUN, he tried to help me for a couple hours and told me to wait until the day after (which is today Sep 27) to receive an email with the instruction to activate the phone. I was happy with that even my problems still haven't solved yet.
In the morning, I still haven't gotten any email or push notifications yet, so I decided to talk again to another agent whose named was LIKHITHA. She/he was trying to help me solve the problem and also asked me for an activation fee. Everything was the same as I talked to Tarun the day before. 
ANOTHER BIG PROBLEM started here, after a while, LIKHITHA was disappeared without any information from that person, then my personal phone, which is on different device, different phone number, got deactivated. My personal phone has no related anything to the problem that we were trying to solve. 

so now, both of our phone numbers & our lines are not working at all. So I decided to go to the store, I met a really nice gentlemen there who was trying to help me for almost 3 hours. But problem still happens, my wife and I still don't have access to our phone number, data or anything. 
He told us to wait until the end of the day to receive emails from backend team then follow the instructions (samething I got from Tarun the day before)

What are you going to do with this situation? 
Since the problem happened samething to my phone (15 pro) which has no realated to other phone or number, I can tell that the problems are from Xfinity.
What could go wrong? How do we solve this problems? Who's in charge for this? Who's managing all the live agent? 

Thank you!