Recorded shows not appearing on Xfinity App OR Xfinity website

I have had Xfinity for 6 years and have never been able to see anywhere close to a full list of shows on my app or xfinity website. I have over 100 recordings (mostly Olympics right now) and 3 total shows display on my app and on Xfinity. I spoke to the second tier of tech support (after a while of troubleshooting with tier 1) and she stated that this is just something that doesn't work due to engineering deficiency from Xfinity. They are trying to figure out how to get shows to be able to be loaded to the cloud. She confirmed I have the appropriate box/equipment but said it's something Xfinity can't offer at this time even though it's advertised and sold to work like this. I was given a one month credit... I guess I need to call every month to get a credit for a service that isn't functional that I pay for...? How can Xfinity display 2 "Paris Olympics 2024" recordings, but then not the 25 after that, then show one more, then none of the following dozens? Same titles. I am in my home on computer and phone and it's never worked. Per discussion with the tech, apparently it's a falsely advertised service that they can't actually provide. How is it legal to offer a service, push it on customers, then not even have the ability to provide that service but still charge for it?