Free iPhone 17 Offer When Adding a New Line with Xfinity Mobile

I entered Xfinity chat on Sunday afternoon, 24 May, to avail myself to add a (free) line on Xfinity Mobile, and to take advantage of their office of a iPne 17.  It was noted that the new eSIM could be added to the existing phone during the Chat sessions but were advised that the free iPhone 17 would need be picked up at the nearest Xfinity retail store.  We decided to proceed on this.    We unlocked the existing iPhone and got a PIN from the former carrier.  Despite having given the Chat rep the CORRECT IMEI from the existing iPhone four (4) times during the Chat (we eventually learned at the Xfinity retail store) the Chat rep (or any others involved in the process) used an incorrect IMEI.    After some 2.5 hrs on Chat and trying no less than 10-11 times to add the new eSIM - both via QR code, and following the manual entry instructions provided by the Chat rep, the existing iPhone prompted "unable to add new eSIM".   The Chat rep ran out of options to add the new eSIM, and during the Chat session, we received an Xfinity eMail recommending we visit a Xfinity retail store to seek help.    So, we had a useless existing phone until the following afternoon's appointment the we booked on-line after a failed session with Chat.  It was during the appt that the store rep advised that the problem was that the Chat rep, et al, used an incorrect IMEI.   We entered the retail store noting that existing phone was useless as it would not accept the new eSIM, and that we also wanted Xfinity's free iPhone 17 offer.   The store rep quickly identified the problem and  corrected in just minutes; the existing phone was activated at 2:38 pm, 25 May.  Then, the store rep began the process of on his computer to obtain the proffered free iPhone 17, or for nominal cost, the iPhone 17 Pro or Pro Max.  When the retail rep attempted to start this transaction, the Xfinity "system" did. not allow any such action since the existing phone received the new eSIM and not a free new iPhone.    This is patently unfair, especially given that the new Xfinity mobile line was not activated until after we entered the Xfinity retail store for resolution of the eSIM issue; activation took place at that moment.  So, the dilemma we face is that the "activation time" was inconsequently, as Xfinity considers whether the line was activated on an existing phone, or ON AN OFFERED FREE

IPHONE 17!     That being the case, why didn't the rep suggest first deciding on which iPhone 17 was desired, then activating a new line, with eSIM, on the new iPhone 17 and NOT ON THE EXISTING PHONE!  The rep should have known that, to qualify to receive a new, FREE, iPhone 17, the line needed to activated on the FREE iPhone 17, and not/not/not on the existing phone.   Result is that we were deprived of being able to take advantage of the FREE iPhone 17 the very second the new eSIM was accepted on the existing phone and that also was the moment that the new line was activated.   Not fair and I hope Xfinity officials can correct this given that we, the consumer, were not aware that a customer must already have the FREE iPhone 17 purchased/obtained IN-HAND for the eSIM added and line activated.  Employees do (or should)!.  I request amelioration by Xfinity senior management to correct the unfairness of the situation described herein as we should have been advised that to take advantage of the FREE iPhone 17, the line had to be activate on the FREE iPhone 17 ONLY, and adding the Xfinity eSIM to the existing phone made the FREE iPhone offer NULL and VOID!