Mobile Verification Never Recieved, Verification Team Said Everything Was Good

So ive only been with Xfinity internet for 6 months, after many offers we finally decided to take advantage of the free line. I started the free line and bought an iphone 17 pro max to go with it. The phone never came. This is now the third time that the "system" glitched and wouldnt generate the verification link to upload my ID. Ive went into the store, chatted with the agents AND called the verification line 5 times... placed another order this past Monday, called and spoke to verification team last night and they assured me all was well and phone would ship out and arrive by the weekend. Today I received a message saying order was canceled for failing to upload needed documents to the verification team. My husband is beyond frustrated with this process and no solutions have been offered. We get stuck talking to the same reps based in india that have no clue whats going on and they all say its not up to them. I never had these issues with spectrum and im highly disappointed with Xfinity. Im still being charged actively for the "free" line that isnt even being used... why can nobody at the company help or give me a straight answer? Why is there not an option in the app to upload documents?