iPhone 17/iPhone Air "On Us" Promo Not Honored

I preordered an iPhone 17 Pro and an iPhone Air on September 12, 2025 in a phone conversation with Alex, a supervisor on the support desk, because the website for preordering did not answer my questions and the initial agent couldn't do so either.  The new devices were to be Elite Upgrades for an existing iPhone 13 Pro and iPhone 13, respectively, qualifying for a $400 promotion.  The Xfinity promotion also offered up to $700 for each trade-in, so the new devices were to be free at the end of the 24-month installment period.  Alex told me that the $400 promotion was reflected in the order confirmation (true) and that the trade-in was separate, and I would receive trade-in shipping labels after I received and activated my new devices.  I received and activated the new phones on September 23.  On September 24, I called the support desk and, after a long conversation, was told that I would receive the trade-in shipping labels within 24 hours.  Two days later (September 26), I still hadn't received the shipping labels and I had a very long (over two hours) chat with someone at Xfinity Assistant, who told me that he was escalating it to a "dedicated team" and that I would receive the shipping labels within 24 hours.  A few hours later, I received a text message from Xfinity Assistant saying without explanation that my device inquiry couldn't be approved.  Of course, there is no way to reach the person who made this decision not to honor the promotion.  I want either the shipping labels and device credits I was offered under the "on us" promotion or I need to return the new phones and reactivate my old ones before the return window expires.  There is no reason for me to pay $1300 to Xfinity for the balance on the new phones and be stuck with old ones I can't use because the person who took the order apparently made a mistake in not coding the trade-ins correctly.