Assistance needed

Attempted to upgrade phone using avaiable upgrade options.  System previously allowed me to process the upgrade order through my account online.  I did so but for some reason the order was cancelled.  I visited my nearest store (note I said nearest not close or convenient) because two phone calls and two chat sessions with different customer service reps resulted in hours of chat and calls with no information.  Found out the order was cancelled because it failed verification.  I followed the instructions to the letter (having done it in the past) but for some reason it failed.  Well, it would be helpful (and if I may say, professional) if there were some followup from Xfinity notifying of the cancellation, failed verification and next steps.  But the only way I found out was by looking into it later on my own.   Moving from there while in store I pointed out that I was unable to replace the order online because the upgrade option (button) that was previously available on the account page was no longer appearing and I'm now getting messages that I have to pay off the device which is opposite the Early Upgrade option policy which I qualified for just days prior.  The very patient and helpful agent in-store looked into it and noted that I was also eligible for an Elite Upgrade (and note whether or not these upgrades are mutually exclusive, meaning you can only have/use one or the other, that point is irrelevant in this case because as long as I am eligible for one of them, the upgrade option should still exist).  Hours spent over two visits, multiple followup/status texts and two created tickets to have this escalated and weeks later no fix or solution.

The assistance I have been provided by the instore rep has been exceptional even though not successful.  I recognize he is limited in store and is passing it up the chain to the people that should be able to fix it or can further escalate it.  But the backordered shipping dates for the phones is getting pushed further and further back and the promo for the upgrades is quickly expiring ---as is my patience with this.  Bottom line the online upgrade option was available on my account at the beginning of October and now it isn't and no one seems to be able to fix it.  I'm being directed to order instore which is pointless and useless since the phones are backordered, a point that was supported by multiple agents in my local Xfinity store.

Who do I need to speak to, what do I need to do to get this done with Xfinity, or is this some subtle message from Xfinity that they don't need or appreciate my/our years-long business and/or that I should explore other mobile options (or cable/home entertainment options).

Thanks