Lost $300 Apple Watch Promotion Due to Accidental Line Deactivation (Need Digital Care Assistance)

Hello Xfinity Team,

I am writing to request assistance from the Corporate Digital Care Team regarding a billing and promotion error on my account.

I recently upgraded my plan and purchased a new Apple Watch. During the activation process, I was supposed to swap my old Apple Watch to another existing number on my account. Unfortunately, the old watch got deactivated during the activation process instead of transferring.

Because the system processed it as a disconnection, my $300 promotional credit dropped off. A standard support agent tried to fix it by re-adding the watch as a "Bring Your Own Device" (BYOD) line, but the $300 promotion is completely missing from my current bill.

I have full chat transcripts showing that the watch was supposed to remain active on my account and that I was assured the promotion would remain active. Standard support has been unable to correct the backend system credits.

I am so disappointed that it has taken me countless hours of trying to correct this and everyone tells me they are unable to help. I had originally spoke to an agent only to ask about my bill and got persuaded into upgrading and adding a device which I am starting to regret. Come to find out today that not even the new watch has a promotion, I am horrified. 

Could an official employee please reply to this thread so I can securely share my details and chat transcripts via a Direct Message?

Thank you for your help.