promotional 1 year free line

In May 2025, I signed up for 1 year of free mobile service. First, they lost the number that I had had for 15 years and found it after 10 days. Second, Xfinity started charging me 47 dollars per month starting January 2026, telling me that I am not eligible for promotion anymore. I Ask for help and tried to talked to customer service more than 10 times in offices and online. the last response was 

Hi XXXXX, it's Xfinity Assistant.

Your ticket [Edited: "Personal Information"] regarding your Credit escalation has been reviewed. Unfortunately, we couldn't approve this request, and we have closed the ticket.

Review your ticket here: xfinity.com/support/digital-ticketing

So, Xfinity lost my number while enrolling me into its service and ruined my vacation because I could not reach any bookings because of multi-factor authentication. I was literally crying for help, and people were saying, "I did everything, you just need to wait for another 24 hours. I did it for 10 days." I thought it was over in May, nope, in January, Xfinity started to charge me for whatever it decided, not asking me, without any notice. Why in January? Why did it work from May to December and not work in 2026? 

I need help, and nobody can help me through chat, phone or in offices. I need help with this situation.