I need to speak with an actual manager that can help me

I went into our local Xfinity store. We were converting from Verizon after 24 years to Xfinity. There was a promotion for iPhones which we took advantage of and it was part of our decision. The promotion gave us $400 off of each phone and an additional trade in value on one.  My phone was not available in the store so it needed to be ordered. His phone would’ve received an additional $100 trade-in and was in stock. We told him we didn’t care how they wanted to handle it whether it was to order both phones and we would bring them both in for activation once they showed up or if they wanted to activate his phone or it needed to be activated right then we would do whatever we needed to as long as we were going to get the Promotion.  My phone was not available in the store so it needed to be ordered. His phone would’ve received an additional $100 trade-in and was in stock. We told them we didn’t care how they wanted to handle it whether it was to order both phones and we would bring them both in for activation once they showed up or if they wanted to activate his phone or it needed to be activated right then we would do whatever we needed to as long as we were going to get the Promotion. So they asked for a card we gave them a card. They ordered my phone and said yeah his will be back here for when you activate it so obviously, we believed they were just charging us for his phone and my phone we would activate both of them in a couple days once mine came in.  

Three days later mine had shown up we went to activate both of them. My husband had to leave work early so that we could get there in time they were having problems with their iPad that they use to activate I guess so only my phone got activated, so then we were going to have to come back the following day anyway.  The following day he came home for lunch again having to leave work from over half an hour away to activate his phone only to find out. Oh no, you didn’t get the promotion. He was so angry he left. I spent the next 45 minutes talking with the staff there, which was like talking to a brick wall. Nobody seem to understand that, although there may have been a miscommunication that we were absolutely clear on what we thought was happening.  Who in their right mind would say no I don’t want to say $500??? ($400 off the phone & $100 in trade in)

One of the employees there gave me a cell number to text her and told me she would “talk” with her district manager and let me know.  I was never contacted again. I texted her to ask her when realistically, I might expect to hear from the district manager. So, I was ghosted

So then I attempt to try the wonderful phone tree. The first day I was supposed to receive a phone call back and didn’t fast forward and now I am now on day three and over 2 1/2 hours in hold time up until today.  Yesterday I was on the phone with one person for over 45 minutes. I thought I was getting somewhere she informed me that they could do what I had asked, but that her manager it would take her just a bit of time. She promised me that she would return my phone call and let me know when it was done within two hours that never happened, and I have no way of contacting that person again. 

How can you talk with so many people & evidently nobody makes notes? I want to cry this was such a mistake.  Right now I’m at 49 minutes & waiting