Billing issue lead to losing phone service

Yesterday, I reached out to customer service to resolve a billing issue (they credited my account, but didn't remove the charge and it carried over). I used the chat feature to talk to an agent named Soumya. They said they would take care of the charges and fix the bill. Then they asked about my cell phone service. I told them I had another carrier for cell service. They told me that if I switched to them, I could bring my phone over for free (I was still paying on it) and could save over $100/mo. They got my IMEI numbers and confirmed they could. So, I started the process. My current provider has horrible automated phone systems and a harder to navigate app. I was able to get the information needed, but Soumya disconnected. While I was on with them, they had another customer service rep call me to verify my info. They offered a call back for 4:30p because I was on hold with my current carrier. 

Fast forward to 4:30pm. No call back. No worries, I had an appointment at 5p. After that, I stopped at the local Xfinity office to help with set-up. They in-person staff was very helpful. After about half-hour, they came to the conclusion that my phone wasn't transferring correctly because Xfinity wouldn't pay off my phone because i owed more than they pay out. They also confirmed that the billing issues on my account were not resolved by the chat rep Soumya. They took care of my billing issue and told me to go to my current provider to get the phone issue straightened up because they couldn't at the store. The rep at the store said I'd have to call and have corporate fix it. Thing is, I can't call because my phone has no ESim (i.e. service). 

I'd like Xfinity to honor the deal the rep made or release my ported number so I can go back to my cell phone provider.