help with new xfinity account

I called Xfinity on Dec 3 to switch my 20 year verizon service to Xfinity.  I spent an hour and 20 minutes on the phone and finalized a plan under the promotion that ended that day.  A pending charge for taxes and activation fees was processed against my credit card.  I received an an electronic identification verification request and captured my license, as requested, and sent it in as requested.    Subsequently, and surprisingly, very little status information about my order was received.  As a result, I called back on Dec 5th to inquire about my order, and upon calling, much to my dismay, I heard an electronic message that my order was cancelled.  I followed up with numerous phone calls with little information why the order was cancelled.  Over the past week, I have spent approximately 6 hours on the telephone with customer service people,  I have Xfinity internet cable service at my home in Marshfield MA and was not aware that the account used a shortened version of my first name, Mike, and my ID has my first name as Michael. This may have been the issue but no one brought it to my attention, and apparently Xfinity unilaterally cancelled my order.  On Dec. 6th, I finally spoke to a customer service agent name Brandon who opened a ticket to revise the order/offer under the promotion I initially wanted, that expired the day I placed the order.  He told me he would call me today, Monday Dec, 9th at 4pm Eastern time,  to follow up.  It is now 5:30pm and he has not called or followed up.  I am becoming extremely disillusioned as the efficiency and effectiveness of the Xfinity Mobile Phone acquisition process and feel I have done everything correctly and within my control to comply with the customer requirements to process my order placed on Dec. 3rd .  I am hoping that this issue can be escalated and processed appropriately.

Thanks Mike