trade-in rejected/ promotion scams

I traded in my old pixel 6 for a new promoted pixel 8 after being reached out to several times about the promotion. 
I was told as long as your phone works fine with no damage they assured me it will get accepted. My old phone is in perfect condition and works just fine.
I received the new phone in 2 days and sent my old phone to them. I waited until it got received and reached out to make sure it was qualified and that the promo will get applied and I was told that my phone was qualified and I was sent an email confirming this information, and the promo crerdit will be applied starting next month.
Then all of a sudden I received an email from XFINITY saying my trade-in was rejected and your phone is on the way back.
I sure called customer service and the agent was surprised as it shows on the system from his end that my old phone is qualified still and she told me to disregard this email as this is a glitch in the system and she received many calls regarding the same matter. 
I received my old phone the same day I got this email. I checked it and it is again working just fine. I reached out and they started a ticket for me and promised to hear back in 48 hours that this is most likely a mistake and you will have to send the old phone back again. it has been 4 days and I never heard back.
I was advised to go to a store for them to check my old phone and when I did, the store person told me that they can't do this and that I have to wait for the right team to resolve the issue.
Up to this point, I was not offered any solutions for my issue. No return for my new phone and no acceptance of my trade-in. This is the book's definition of a SCAM!
Lots of customers are complaining about the exact same thing and unfortunately, I trusted XFINITY and did not do any research before going for it.
My question now is how on earth for such a big company do you easily jeopardize losing your loyal customers with such a mess???
I am asking for my issue to be resolved ASAP.