Xfinity mobile promotion

I have a Xfinity mobile promotion on a iPhone 16pro that has not gone through? I have called many times and even gone to Xfinity store. I want this taken care of today. Purchased phone Sept 18,2024 and have received trade email and promotion email Oct 7,2024. I have received credit of 287 for phone but no promotion 999 dollar. Help me today please. I want this to be done :-))