Agonizing iPhone 17 upgrade experience

Using a call center agent, I supposedly upgraded an iPhone 13 to a iPhone 17 with your recent December deal that ended on 12/16/25. I was told that I would receive the new phone by mail and then would be required to send the old phone back by mail. The order was processed on 12/16/25 and the phone was received about four days later. It was given to a family member on Christmas unopened. When the phone was taken out of the box, a noticeable scratch was found on the glass back of the phone. On 12/26/25, I went to the local Xfinity store and was told I had to complete the return/exchange through the same calling route that I made the order. I called Xfinity on 11/26/25 and spoke to an "agent" who told me she processed the return/exchange order. I thought I was told I would receive a shipping label by email. That following day, 12/27/25, I still had not received an email, so I contacted Xfinity again. This time I, I spoke to another "agent" who told me that no order was placed the day prior and the initial "agent" from 12/16/25 incorrectly created another line for the new phone instead of upgrading the existing line with the new iPhone 17. I was told to return the new (scratched) phone and once it was received, I would then have to start all over again with the upgrade. I was also told that I would receive a email that required me to send a photo of the damaged phone. I still have not received that email, nor can I find any evidence of any of my phone conversations or orders on my account page at Xfinity.com. The ticket number I was given for that conversation was ECM [Edited: "Personal Information"]. I would like a representative not from a call center in another country to contact me and fix this situation. The new phone was supposed to be a Christmas gift for my daughter.