Issue with Trade in promotion and lost my phone

So I have been with Xfinity Mobile for like 6 to 7 years and past couple of years I’ve had many billing issues recurring billing issues. Last issue I had was an iPhone 16 pro trading promotion that I had I traded in my 14 pro with 16 Pro and Agent did it all for me they call me and said that an offer is available on my account and they did order it for me. I have been having issues since October 2024 for that, first of all it took two or three months for them to receive the phone And finally after three months when they received the phone they applied the promotion and I got a confirmation from a couple of agents that my promotion has been successfully applied. I started seeing the Trading credits and but when I was in India in this March and April again I saw my Trading promotion has fell off for my billing cycle and I have been contacting the customer service since then I always hear different stories. A couple of agents confirm me that they have reapplied. They have confirmed from the advanced team. They have reactivated my promotions and then I saw the promotion again fell off then another agent said that it is mostly due to my switch from unlimited plus to unlimited another agent said that it is due to I don’t have a new line anymore, but it was an upgrade promotion and finally they double checked and then they said that yes it is due to an unlimited plus to unlimited switch, so been saying them then I never made any changes to my account. It was always the agents who did it for me I never did any self service so I didn’t even know there are two different type of accounts unlimited and unlimited plus but now I am in a situation. I have lost my phone. I have lost thousand dollars of trade in promotion and lost my Iphone 14 Pro which was in perfect configuration, they are not sending me back. I shouldn’t be losing my own device And then fully pay for the new phone so this is not acceptable to me. I want this to be escalated at the highest level otherwise I’m planning to switch to a new service and then the new carrier might pay off my device balance and everything but I still have lost my 14 Pro, which is not acceptable to me so I’m really really frustrated and no one is hearing my voice