I got scammed by xfinity

In November 2024, I switched my mobile lines to Xfinity and participated in a promotion to trade in two mobile phones for two new iPhone 16 Pro Max units, with a guaranteed credit of $1,000 per phone. Although I received an official email confirming that both trade-ins were accepted, I have yet to receive any portion of the $2,000 credit. Despite this, I am being charged a hefty amount on my bill every month. Over the last several months, I have called customer support thousands of times, spoken with virtual assistants, and visited Xfinity physical stores repeatedly. Every time I am told the issue will be fixed by the next billing cycle, yet nothing happens. I have raised numerous tickets, including a corporate ticket opened last month that was supposed to resolve the matter, but I have received no follow-up or credit. At this point, I am simply seeking the $2,000 credit I am owed for the accepted trade-ins and a permanent correction to my billing.