URGENT ESCALATION: Xfinity Free Line Promotion – Unacceptable Customer Experience

Dear Xfinity Executive Customer Relations,
I am escalating this because Xfinity has completely failed me and gave me a very frustrating experience after I followed every instruction your representatives gave me.
I am an Xfinity Internet customer and Gold member, and I was eligible for a FREE Xfinity Mobile line. Your representative confirmed that my Pixel 8 Pro was compatible, so I ported my Lyca number to Xfinity.
What followed was hours and days of frustration.
I spent nearly 3 hours on the phone trying to activate the eSIM, only to repeatedly get “SIM not activated.” After three hours, the representative disconnected the call. I can provide screenshots of my call history.
We called back and spent another 1–2 hours on the phone, after which we were told to visit the Xfinity store and were assured the issue would be resolved there.
We went to the a store in Pittsburgh. They couldn't activate it either. We were told to erase the previous Lyca eSIM, so we went as far as doing a FULL FACTORY RESET of my phone. Even after that, the Xfinity SIM still would not activate.
Because we couldn't use the line, we eventually ported the number back out to Verizon.
Importantly, your customer-service representative then explicitly told us that we could port another number to Xfinity and use the FREE LINE promotion on this other number. We confirmed this multiple times on the call. Please review your call recordings and account notes.
Today, we called specifically to do exactly that. We spent more time being transferred between representatives and were again told it could be done through a credit. After saying this, they added a new PAID line to our account. When we raised a concern, they kept us on hold for another 40 minutes and ultimately told us it wasn't possible to add a new number to a free line and that we needed to visit a store.
So we went to the Xfinity store in Pittsburgh again but they said they couldnt do it either and I cannot use the free line service neither can I transfer the cell service.
At one point, a line was actually showing as active, but we cancelled it because we were not going to accept a paid line after repeatedly being told we were eligible for a FREE one.
Xfinity has now consumed an entire weekend, countless hours, multiple calls, two store visits, a factory reset, and the hassle of porting my number in and back out , and I still don't have what I was promised.
This is completely unacceptable.
I want this escalated beyond frontline customer service. Please review my call recordings, account notes, and the promotion associated with my account and provide a clear resolution.
I am requesting:
The FREE Xfinity Mobile line I was promised, without being charged.
Appropriate credit/compensation for the enormous amount of time and inconvenience caused by this failure.
Written confirmation that I will not be charged for any cancelled/temporary line.
A clear explanation of why I was repeatedly given conflicting information.
I am extremely frustrated at this point. I should not have to spend an entire weekend fighting to receive a promotion Xfinity told me I was eligible for.
Please provide me with an escalation/case number and a written resolution from someone with authority to actually fix this.