Trade-in Scam?

Long-time Xfinity customer here.  Decided to move mobile service from AT&T to  Xfinity Mobile in September 2024.  Signed up over the phone for promotion to trade in our 4 AT&T iPhones for $1,000 credit for each trade-in for 4 new iPhones with Xfinity Mobile.   We received our new phones and sent in our trade-in phones to Assurant using the prepaid shipping labels.  45 days later, we only received credit for one phone.  I used chat to follow up and was told it could take 45 days for the credits for the other 3 phones to appear on our bill.   3 weeks later, we received a rather generic email from Xfinity “Your device trade-in was canceled”

“Because your device trade-in was canceled, you're no longer eligible to receive a trade-in credit.

If you have any questions, please chat with us. “

I was instructed by chat to call Assurant (the company handling the trade-ins) “Please contact the Assurant team at 1-855-884-9771. They will surely assist you with the details.”  I called the number and it seems that it’s for the mobile care/claims of the company not the trade-in part of the company.  There was no way to get to a live person, and none of our phone numbers were recognized by the automated system.  I decided to call Xfinity Mobile Customer Care to find out why our trade in was cancelled.  The first person I talked to said that the reason for the cancellation was because we had to be on one particular mobile plus plan in order to get the promotional trade-in credit, and that since we changed our plan, we were no longer eligible for the promotion. I was completely confused by this response because we had recently transferred our service from AT&T to Xfinity Mobile and we were new customers, therefore we had simply signed up for the promotional plan that was offered to us (we didn’t CHANGE anything).  I also explained that it didn’t make any sense because one of our trade-in phones had already been credited for the trade-in.   At that point I was put on hold for another two minutes and he came back and said that there was good news and that he was going to transfer me to someone who was going to be able to apply the trade-in credits.  I was transferred to a new representative and had to explain my situation all over again.  She then said that she was able to confirm with someone via chat that our trade-in phones had been received, but that she was unable to apply the promotional credits to our account.  She said that she submitted an escalation ticket and gave me a case # and said that I should receive an email within 3-5 business days.  When I asked about why I received the email stating that our trade-in had been canceled, she said that we should not have received the email and to disregard it.  I spent 1.5 hours on chat and on the phone today with Xfinity Mobile Customer Care.  I would like to believe that these employees wanted to help me, as they kept saying how sorry they were for the trouble, and how upset they would be if they were in the same situation.  After hearing this multiple times, I started to wonder if they really were sorry.  Was this all part of a plot designed by Xfinity to wear me (and others) down so that we just give up?  I am skeptical that I will receive an email reply in 3-5 days and I will probably spend another 2 hours on the phone next Sunday.  We’ve been Xfinity customers for years.  Once our mobile contract is up, we will likely cancel our service.   Clearly, Xfinity Mobile does not value their customers.  The company that handles their trade-ins is horribly slow, and the quality of the customer care I received from the customer service agents left me feeling very frustrated and disappointed with Xfinity.  I’m not sure how Xfinity believes this is good for business.  Perhaps they just don’t care?   I used to think the “Made with ❤️ in Philadelphia” slogan was charming, but not anymore.