Where is my promotion?

I purchased IPhone 16pro and traded in IPhone 14pro Sept 18, 2024. As an existing customer the only way to get 1000 dollar free phone deal was to get another line. Agent said ok we will just add a line then get rid of it and you can keep same phone number and get the deal. 
On Oct 7 I received two emails from Xfinity Mobile. First with my trade in credit of 287 dollars which I have received. Second email said I was getting my 999 dollar promotion deal. 
It is now Dec 10 and no promotion deal. I have called many times and nothing happens other than a claim ticket that is in process for weeks with no email or text follow up. 
I would just like to know if I have to buy phone? Someone from Xfinity mobile please help me. I also just went to Xfinity store and they were of no help either. 
Also I would have purchased this phone differently if I knew that the phone was not free. I feel this agent just wanted a sale and he got me.