Free Phone Isn't Free

Hello, I've spent hours with support recently trying to resolve an issue. Xfinity support promised my wife a free phone (a Pixel 7), which they sent us, but now it looks like we will be charged around $29/month for it. A few days ago, I talked to an Xfinity support agent on the phone for close to an hour, and she promised to create a support ticket and email it to me so I could attach my video of the original support agent promising the free phone. However, the email never arrived. 

Some support agents have told me no problem, we will make sure it is free, and others have said I should send the phone back.

We will not send the phone back. It was sent to us by Xfinity and we were told by Xfinity that it would be free. Xfinity needs to take ownership of this and provide the phone for free as promised. 

All Xfinity agents I've spoken to and chatted with have been super friendly and have seemed very helpful, but unfortunately it seems like they are all putting me through hoops and hoping I just stop trying to get this issue resolved. Long wait times, many transfers, being told to call a phone number that then redirects me back to chat support, being told a support case will be made for me, etc...

Since I've spent so many hours with chat-based support and phone-based support, I'm posting here as well to see if this channel can get me to a resolution.