Claim X Fi pod. Was then denied without reason or cause

I upgraded my Wi-Fi service Wi-Fi complete And the 2000 GB Gateway. I had previously owned purchased myself one XF iPod when I had less powerful gateway to help improve service in my home. Now that I purchased the highest level of Wi-Fi service, my Xfinity app says that I can claim my free iPod, which should be included with the service to give Walt wall coverage as it advertises. I went to claim my iPod and it said the service was not available at that time through my phone app. Therefore, I talked through virtual chat and then through a customer service agent to claim my pod. They said I should’ve gotten an email which I never did receive evaluating my service. Well, the app says my service has been evaluated and that I am able to claim my pod. They made a ticket request for an X zxi Pod at ticket number [Edited: "Personal Information"] and within 48 hours they had denied the request for the pod. But they did not give cars or reason. The service that that I have contracted with Xfinity for five years at the highest level on paying for the Wi-Fi service, it states that I need the Wi-Fi pod to get the best service and they state that 2 to 3 pods are needed in a home like mine which is a 2 1/2 story four bedroom home. I do not understand why they They declined the service that I’m paying for. Please help.