Declined insurance and new phone was free but I have been charged for both.

I added an additional line to my families existing mobile plan in person at the xfinity store.  I had a phone that I owned that I could have brought over. However, I was told by the in store employee that the Samsung Galaxy A54 5G was part of a promotion and was being offered as a free phone.  I already had a working phone in good condition and would have declined the A54, however, it was free with the promotion so I accepted the new phone and added it to the plan. At that time I also declined insurance on the phone. This took place sometime in January of 2024. Despite being offered a free phone and declining insurance, the line has been charged monthly from February 2024 through September 2025 for both insurance and device payments. The total charges are $614.12. 

I have called to dispute the charges and have requested a credit. Initial call was made on August 10th. I was told the issue would be reviewed and given and ECM number. I was told I would receive a response in 10 business days via email. It's now September 9th and I have not received a response so I called customer care. They were unable to locate the case when given the ECM number. On my Augist 10th call I double checked the ECM number with the representative, so it is unlikely that I recorded the incorrect number. 

Having not heard a response in over 30 calender days, the representative suggested I wait another week and call back. I can do that but am afraid that at that point there will still be no resolution. 

Can this please be reviewed or escalated so I can have a quick resolution. I am requesting a full credit of the $614.12. I did not request insurance and was mislead by the store employee about the free phone. Under no circumstances would I have accepted the new phone if it was not free. 

Please let me know what additional information is needed from me.