Reimbursement for buyout cost after switching from Verizon to Xfinity

We have been an Xfinity customer for over 20 years and recently switched out mobile service from Verizon to Xfinity. We were informed of reimbursement for buyout cost after switching. We contacted Verizon in March asking for a statement, months latter after calling numerous times and speaking with managers the statement showed up the 2nd week of July.

I took the receipt to your Xfinity store on July 25th, spoke to a Liam at 701 N Milwaukee Ave Vernon Hills IL he made a copy of the final statement and advised he needed to speak with his manager and would call me on 7/26 before noon . At 2pm 7/26 I drove 30 min back to the store since I didn't receive a call. I again spoke to Liam, mind you he is a Lead employee working for you. He stated "he would get back to me when they figure it out" I asked what does that mean? He stated "As I said, when we figure it out we'll call you 

Honestly, I have been a loyal customer for over 20 years, I am seriously thinking about finding a new mobile company after this encounter..please can someone look into this and get back to me