iPhone 17 pro promotion failed delivery - awful customer service

On September 30th, I upgraded my line to Premium Unlimited specifically to qualify for the “Get iPhone 17 Pro on Us” promotion. I acted immediately to secure the deal, especially since it was time-limited.
The first and only delivery attempt was on October 3rd, but due to an address issue, the device never arrived. I was never contacted to fix the address. I immediately reached out via chat and was assured the phone would be redelivered the next day. That never happened.
Then, on October 6th, I received an email saying my order would be canceled but that I could place a new one. When I tried, I found out I was no longer eligible for an upgrade. I spent over an hour chatting with three different agents, getting shuffled from one to another, and finally told I had to wait until the phone was returned to Xfinity before reordering.
The next day, I called support for clarity. After another long call, the agent said he would personally call me back once the issue was resolved, but that call never came. On October 9th, I saw that the phone had been returned to Xfinity. I tried to place the order again — still not eligible.
Every time I spoke to an agent, I was told something different. I was explicitly promised that I would still qualify for the exact same promotion even though it officially ended on October 9th. Yet here I am, past that date, unable to upgrade and now apparently locked out of the promotion entirely.
I have:
• No device despite upgrading my plan for the promotion
• No upgrade eligibility even though my previous order was canceled through no fault of my own
• A charge still sitting on my account for a device I never received
• Hours wasted across chats and calls, constantly given false promises and conflicting information

This has been an exhausting and infuriating experience. I took action well before the promotion ended, followed every instruction, and yet I am being penalized for issues completely outside of my control.

I need this escalated immediately: my upgrade eligibility reinstated, the original promotion honored as I was promised, and the device charge removed from my account. It should not take this much effort or persistence to receive the product and promotion I qualified for.

I’ve been a loyal Xfinity customer for over five years, and this experience has been incredibly disappointing. I truly hope someone can step in to finally make this right.