Xfinity mobile line

Hi, I shifted to 300mbps xfinity internet as they were offering 1 free unlimited mobile line. I applied but my esim didn’t worked so I contacted chat guy and he deactivated my esim and ordered physical sim for me. But even after 1 week I haven’t received my sim which is causing lots of trouble for me as I ported my number as this number is with everyone. Also, xfinity added 2nd line on its own and my mobile bill is showing 66.7$ which was supposed to be 0 being free line. I contacted every platform but now they are suggesting to visit the store. And I am pretty sure that on the store they will ask to contact online. Is there any way I can get out of this trouble?