Lost "1 year free line" promo due to Xfinity shipping error / order cancellation

I’m reaching out because I need someone with the authorization to fix a promotional mistake made by Xfinity support.

Recently, I bought a new phone and signed up for the "one year free phone line" promotion. Xfinity accidentally shipped the phone to my old address by using my billing address on file instead of my current service address. I called multiple times to fix the delivery address, but instead of correcting it, Xfinity just cancelled the entire order and refunded me.

Because the system cancelled everything, it sended me an email for both the phone and the line as being refunded on my end. The line was never even activated, but the system now shows my one-year free line promo was "used up." Even though this was entirely an Xfinity shipping error, your support agents are now telling me I have to wait a whole year to be eligible for that deal again to buy the same phone. That makes no sense since I was fully eligible when I signed up, and the cancellation wasn't my fault.

I have gone to local Xfinity stores multiple times to get this sorted out. The store staff tried to help, but they told me they don't have the tools to manually restore a lost promotion.

This has been incredibly frustrating. I just want to buy my phone and get the line I was promised. Can someone please look into my account and manually put the "one year free line" promo back on so I can place my order today?