Case number and escalation and still no resolution

Over a month ago I purchased a new line and agreed to trade in an iPhone XR for $600 credit towards a new iPhone 14. When I received the iPhone 14 and activated it on one of my other lines, someone at xfinity incorrectly removed my new line. It took hours on the phone and multiple calls to get that resolved. The trade in of the iPhone XR was accepted and I got an email indicating I would receive the $600 toward the iPhone 14 but when the new line was incorrectly disconnected I lost the promotion credit. I have a case number and have talked to more xfinity support reps for hours and have been told that it will be resolved in "5-7 days", in "4-5 days" multiple times but it has now been over two weeks and no resolution. Please contact me directly so this can be resolved and so I can provide the case number. Thanks