Issue with promotion for mobile service which a CSR made me lose.

I have a complaint about the free year of mobile service promotion that I signed up on the 15th of December.

I signed up for this free year promotional mobile plan. The instructions on Xfinity's website said I could get a physical SIM but after signing up was instructed that I would get an esim on the IMEI2. Not much of a problem as I have a phone with multiple esims already. The self activation email came and I began the process, an error popped up stating that I would need to chat with an agent which I started.

The first night, the 15th I kept getting disconnected so thought to try on the 16th. On the 16th I was with a CSR for almost 2 hours who said they tried but couldn't resolve my issue and I would need to initiate a chat in the morning.

The 17th comes around and still the CSR via chat can't help, more wasted time, so I am told to contact a rep over the phone. After the numerous runarounds on the phone, including the rep trying to sell me more services even before they can fix my current issue, I was was eventually told they would have to cancel and reissue but I would still get my promotional plan, I asked the rep several times to confirm.

Of course that didn't work and I lost on the promotion when they tried to activate again.

There has been so much issues trying to get it activated and this has been a complete waste of time, I have been chatting now for 3 days, wasted countless time on chat and phone calls for this to happen, this has been a mess.  My phone hasn't been the issue and has been unlocked for years. I have had ATT, Tmobile a Bmobile Sim from Trinidad on it and esims from Vietnam and Europe so the phone isn't the issue.

Extremely disappointed with Xfinity right now especially since the CSR made me lose the promotion and couldn't fix the issue. If Xfinity didn't have a monopoly here on internet service I would cancel that too...