4 Billing Cycles and Still no Monthly Credit for Trade in

I switched to Xfinity Mobile back in September and traded in my iPhone 14 Plus (in mint condition) for the 16 Prox Max. My trade in was received in the appropriate time and has been sitting at the facility since October 6th per my tracking with the USPS. I have called, chatted, and at a last ditch effort went into the Nasha, NH Xfinity Store to speak with someone. That person gave me a number to call, [Edited: "Personal Information"], which is a Support Now help desk number and used by internal employees. I know this because I used to be a former employee; this number should not have been given out. I keep getting the same answer from customer support and that is, once they process the trade in, the credit will be prorated. Per the trade in process that Xfinity outlines, it can take up to 3 billing cycles; it's been 4 Xfinity. 

Could I please have this escalated as the phone has been in your possession since October 6th? 

Could you please investigate the Nasha, NH Xfinity store for giving out an internal employee help desk number? Who knows how many people they have given this to.

I need this to be resolved ASAP please. As I had stated, I am a former employee of over 22 years at Comcast and I would rather not jump to the contacts that I know are still working there, of which 2 are VP's, I'd rather this get solved appropriately and effectively through the proper channels.  

Thanks, 

Matt