Diamond member-Upgraded from iPhone 12 to 16, and the offered $400 discount is missing completely

I upgraded from iPhone 12 to 16. Followed the online steps where I opted for upgrade without trading a device and was shown the $400 off and the reduction in monthly payment.  

I received the phone and activated some time later (since the wife was on vacation) and there is no discount in the bill?

got in touch with the chat line and was told that no discounts were applied since the transaction was registered as a device replacement from iPhone 16 to iPhone 16 pink. Note that I upgraded from iPhone 12to 16. 

I am not going to give up and continue hitting xfinity for this promised discount. Be it complaints or anything, I will throw everything I can to get the discounts. 

Also note that I did not get the discount for my own phone which I upgraded at the store. And for which I have an ECM. 

Thus, I am pointing at a disturbing trend where xfinity is deliberately holding back discounts which were offered as part of upgrades