Agent missed trade-in when i moved my phone from AT&T to Zfinity

Hi,

on Nov 18th i placed a move for my mobile service from AT&T to Xfinity. During the call Agent agreed for the following 

1. Mobile trade-in of my Samsung S21 plus at price of upto 500 USD

2. No activation fees for moving my line

3. Monthly mobile bill of 30 USD ( combined with 2 other lines already with Xfinity Mobile) would bring my total to 90 USD per month.

So i moved the number & ordered a Samsung S25 Edge with trade-in.

Once i got the phone & activated it, there was no trade-in, i was charged for activation & even my mobile bill was 100 USD & not 90.

Now begin the never ending follow ups with Xfinity, I have also opened a ticket for this, but absolutely no update at all on the ticket.

I have followed up 8 times in last 3 weeks & absolutely in vain. This is worst customer service i have experienced with Xfinity, where i have been a customer since 2015 so called Diamond rated Customer. I can only imagine if Diamond rated customer gets such a bad service, what kind of service will be expected for other customers tiers.

Now i am stuck with unable to cancel my service & not able to get the trade-in added to my mobile & end up paying full 900 USD for the new phone which was not what i had agreed to with Xfinity.

Hopefully raising in this forum will get someone form Xfinity team to look up & fix what is broken 

Pradeep