Expired iPhone Pro on us promotion.

Earlier this year I ported my number over to Xfinity Mobile to a premium unlimited plan.  At the time I owned by device outright and ported from another carrier as a BYOD device.  In November I wanted to take advantage of the iPhone Pro on us promotion.  My current phone is an iPhone 14 Pro and was eligible to receive $1100 in statement credits over 24 months as a trade in.  I began attempting the trade in process on 11/19/25 and met all three of the criteria for the promotion: 1)premium unlimited line, 2) iPhone 14 Pro in great condition, and 3)had completed two full billing cycles.

When I attempted to upgrade via the Xfinity site, I was only given the option for a small, one-time credit.  After multiple support cases, calls, and chats between 11/19 and 12/1, I was finally escalated to a supervisor and was told they would create an escalation case for me.  They advised that even though the promotion would expire before the ticket was completed, they would ensure I would still receive the promotion since this was an issue with the Xfinity system preventing my upgrade.  I have the ticket number for this case available.  They advised it would be addressed in two days.

Three days later on 12/5 I had to call back in for an update.  i was advised the original ticket had been successfully closed, but it would take until 12/13 for the upgrade and promotion option to show on my account.  I have a new case number for this ticket.  On 12/13 I was now able to see an option to receive statement credit, but it was not the full amount, and it was over 36 months .  instead of 24.  I also received a text message on 12/13 that the second case I had been given had been denied and closed without further explanation.

I have provided a lot of this information in response to the survey I received after the ticket was closed, and I did get a reply, to which I provided more information.  Does anybody have any recommendations for me on getting this addressed, or is it just a lost cause at this point?  It's been a very frustrating, and disappointing process since I ported over and dealt with this, and it really just feels like a bait and switch.

Thanks!