Phone trade in scammed! Not getting credit for trade in

I am so distraught!  I am not getting a callback from a supervisor, which I requested last Tuesday through phone customer service. She said it would be 72 hours or more before I receive a call!!! None yet?

My situation is this. I inquired about the promotions of a newer phone while I was on phone with a billing rep negotiating my internet service. He said because I was a diamond member I would get a $600 credit on my trade in of my old phone once I brought it into the store. Most likely on my next bill. 

My new phone arrived a week ago Saturday I believe. Proceeded to set it up. everything transferred to my new phone but the cell service would not set up. Sunday I reached out to chat live bc that is apparently the only way to reach anyone that can help.... They had me on the chat for over 7 hrs and finally got my cell phone activated to the tower. He set me up an appointment at the store for the next day, Monday, at 12.30p.

Nightmare just continues..... later that evening I logged into my online account OMG. it says I went over my gigabytes (which NEVER happens) and I'm being charged extra for the month.

Went into store the next day with old and new phone. Met with the manager of the store. He was very kind. Problem was multifaceted.... 1st, apparently the chat live ppl don't have the authority to make appointments for customers to the store. What? I even got phone popup reminders from xfinity! He waited on me anyways. He looked in the system and said it showed that my new phone was cancelled!! I'm in shock at this point! He moved my simm card back to my old phone, did some stuff on his computer, then moved back to my new phone again. Apparently that activated it on the system (mind you my phone was always working it just wasn't showing up in system). He then proceeded to tell me that because I didn't buy the phone at the store, I could not trade it in there. He also said there was no evidence of a pending trade in in the computer!!!!! He suggested I call customer service and escalate to a supervisor immediately. 

The next day (last Tuesday) I proceeded to do just that. I waited a day because I had other things to do and nothing is simple with Xfinity. I had a bunch of issues and questions, which she was able to help with (my list kept getting longer as I set up phone). I'm pretty sure she gave me a credit for the gig overage but have not verified. Found out I will not get 5g service because of my up to 1gig plan. I only got a new phone bc the software updates on apps, incl xfinity, would not update. She stated that there is no pending credit in system for a trade in phone, which means I will be paying full price for my new phone and will not receive a shipping label for my old phone because there is no trade in agreement exsisting on their end! I am beyond angry, upset, stressed and full of anxiety about this! I would have NEVER gotten a new phone this way and feel that I have been scammed by a sales rep. Apparently I'm not the only one this has happened to. I want this deal made whole and a resolution. Again I want to speak with a supervisor at this company. I requested last Tuesday!! 

Apparently the sales rep that sold me phone, set me up as a new customer. That's how the "deal" went through bc I had two new phones showing on my account after going to the store...funny but when I went to activate the phone, one of the steps showed my phone number as one digit off, now I know why! Please correct this situation or take back you phone. Do customers not have rights anymore???? This is just terrible what you are putting people through!!