Wasted Promotion

I’m supposed to get a free mobile line as a benefit that comes with my internet plan. I attempted to use this benefit and ended up with a monthly fee of around $15. I missed the delivery of the phone because I was on vacation which prompted an automatic return. This somehow cancelled the whole promotion for me. It used to be that if you missed a fedex delivery, you would just have to go to an office to pick up your package, but apparently that is no longer the case. If I try to reorder this, it shows up as a $45/mo fee. I am not interested in doing that. All customer support that I’ve spoken to or chatted with are unable to reactivate my promotion. I need someone with elevated permissions to resolve this issue. As an internet subscriber; I should be able to get a new phone line with the only monthly payment being for the device. I’m stuck in no-man’s-land where Xfinity is asking me to activate my line, but to get the phone and line I have to reorder a used up promotion. It is very frustrating that normal customer service channels are not equipped to solve what seems like a simple problem.