Deceptive Advertising — Elite Upgrade Benefit Sold Without Disclosed Credit Limit Requirement

I have been a loyal Xfinity customer for over two years, paying approximately $60 per month for my mobile plan and $71 per month for WiFi service, totaling over $130 per month. I am enrolled in the Premium Unlimited Elite plan, which advertises an Elite Upgrade benefit that allows eligible customers to upgrade their device up to twice per year.
My current phone is cracked and no longer functioning properly, so I contacted Xfinity to use my upgrade. My Xfinity Mobile app clearly shows that I am eligible for an upgrade. A previous Xfinity agent confirmed that I only needed to pay a $200 fee, after which my new phone would be shipped and I would have 30 days to transfer my number for activation. I have the transcript of that conversation as proof.
However, after being transferred multiple times and speaking with multiple agents and a supervisor, I was informed that my device payment plan credit limit is $0, which prevents me from using the Elite Upgrade benefit entirely. This critical limitation was never disclosed to me when I signed up for this plan or at any point during my two years as a customer.
I was sold a Premium Unlimited Elite plan specifically for its upgrade benefit, which I have never been able to use due to a $0 credit limit that Xfinity’s own agents say cannot be changed. This is deceptive advertising. A supervisor disconnected from my chat without resolution, and no agent was able to offer a solution.
I am requesting a full investigation into this matter, a resolution that honors the upgrade benefit I have been paying for, and compensation for two years of paying for a benefit I was never able to access. I have saved all chat transcripts and screenshots as documentation.