Trade in headache

Request to Xfinity applied offers.

1. I never purchase a phone on credit; I always look for deals and pay in full to avoid debt.
2. For several years, I have used the trade-in offer where you only pay the taxes.
3. Last year, I went a  Xfinity Store , and the representative told me that for the offer, I only needed to pay the sales taxes for the phone I was interested in—a Samsung Galaxy S24—and send in the Samsung Galaxy S23. So, I did the trade-in, paid the taxes, and the person who assisted me assured me that I wouldn’t have to pay anything else, just send the old phone.

I sent my phone and had to call them to have the trade-in credit applied, but they never did. Months passed, and I kept writing through the customer service chat, but they did nothing. Eventually, I called again and had to wait more than an hour on the phone, but they still didn’t solve the issue.

4. I sent the old phone, but I later had to call to have the trade-in offer applied, and it seems it was applied incorrectly.
5. I filed a claim over the phone, and after waiting about an hour, the representative told me I was correct. However, they also mentioned that I would receive a case response, which never arrived.
6. As a customer of Xfinity for nearly 10 years, I prefer to go in person, but I feel scammed. This has happened before, where some sales representatives have added payments or plans that were not what they originally stated at the time of purchase.
7. I went to Xfinity expecting good customer service but had the same terrible experience. I waited in line, and the employee was more interested in making me talk via video call with a tech support agent instead of reviewing my account. The tech support call had a lot of background noise from the speakers, making it hard to hear. After answering many questions and waiting for the employee to speak with their manager, my case was escalated. To my surprise, for the second time, I received a message with a case number on my phone, and about two hours later, another message saying the case was resolved—without any additional details, just “closed.” Since Xfinity seems to care more about protecting its poor customer service and misleading customers through dishonest agents.
8. I have made four claims between phone calls and visiting the store, but on my Xfinity account page, the numbers for two of them are missing. I only have one case number on hand, and another one no longer appears in my system. I will be sending several photos related to the call I made in September, which lasted over an hour. Additionally, before that call, I had also contacted Xfinity support via chat, but they don’t always provide claim numbers.
9. Now I have a terrible Xfinity internet plan that I haven't changed because apparently I can't cancel my service without losing this so-called deal that I've been trying to get for months.
10. Can someone help me out or give me some advice? I'm so done with Xfinity that I'm actually considering canceling my nearly 10-year account because their customer service is just awful.