Trade-in Offer/Terrible Customer Service/Retention Offers

Hello to those who are reading. A little background information: I pre-ordered an iPhone 17 Pro Max on launch day, trading in my old iPhone 16 Pro and receiving an offer of $0.66/month. Originally, it was supposed to be delivered on the 29th of September. (It wasn't) and USPS still says it hasn't been delivered. However, I've been calling Xfinity Mobile and 3 agents confirmed it was delivered and is awaiting assessment (for my trade-in). Now, this is where the story gets complicated. They've all told me it's being processed, but today I called again. It has been in their system and apparently my promotion for my iPhone 17 Pro Max is $400 because I upgraded my line (with Premium Unlimited) and traded in my old phone. If we go to the website now, the offer for $1,100 off isn't there anymore but the current promotion should still apply. It says, "Add a line or upgrade an existing device and save up to $830 when you choose Premium Unlimited and trade in your phone." and when you go to select upgrading your line and trading in your old phone it still says "Up to $830". The representative I had on the customer support line kept telling me that the terms for getting the full $1,100 promotion is by getting a new line with Premium Unlimited and trading in your old device (trade-in offers may vary). My iPhone 16 Pro was worth $1,100 at that time of the promotion. After reading them the "Pricing and Other Info" on Xfinity's page, they keep projecting. Xfinity's fine print states, "Requires qualifying phone trade-in, and purchase of a new eligible Apple, Samsung, Google, or Motorola phone while supplies last, a 24-month Xfinity Mobile Device Payment Plan Agreement ("Device Agreement"), and 1) activation of a new Premium Unlimited line within 30 days of phone purchase date or 2) phone upgrade on an existing Premium Unlimited line and activation of phone on that line within 15 days of order. Existing phone must be paid in full. Trade-in must be completed within 21 days of phone shipment date. Must maintain line required for offer until trade-in is completed. Porting of number is not required with trade-in." When I was in-store, placing my order, I specifically asked if my balance on my phone (iPhone 16 Pro) would be waived considering I have Elite Upgrade; they said Yes. After I told this to the representative on the phone, they continued to do a "deep dive" on my account: They dug up my order for the iPhone 16 Pro and said that the existing balance (before it was waived; $481.xx) has been taken off of my promotion for the new iPhone ($1,100). Do the math, $1,100 - $481.xx is NOT $400. At the very minimum, I should be getting $619. After that, I was annoyed and [Edited: "Language"] that these representatives are lying to my face even though I’ve already proved them wrong. Since I was unable to reach a resolution with that representative, I asked for the retentions department or a manager of some sort, someone with more power/access to my account. I was transferred to a Lucas. I asked him what can he do about it, and why is this happening to me. He said that everything is fine and that he doesn’t see an issue. At this point, I was furious and on the verge of being belligerent towards these people because they’re literally scamming me (believe it or not). I asked what can he do about it, to which his reply was “Nothing. The system is automated.” Confused, I asked what he means. He says that there is no person who can manually adjust anything and that it’s all done by the system. First, if this is true, shame on Xfinity. That is absolutely horrendous and is beyond infuriating not only for people with a case like mine, but future customers who have other concerns and are unable to come to a resolution with representatives. Second, if it isn’t true, why are all the representatives lying to customers? Not only is it unprofessional but extremely inconvenient to customers and employees. This is my last strike before canceling my service. On the 17th of October, I called and after being on the phone with them for an hour, my account suddenly had an unpaid balance. Thank God for that employee that fixed it because if it wasn’t resolved then and there I would’ve ported my numbers to a different service. To other support representatives, what will you do about this? I am growing sick of this company, and if a mutual agreement cannot be reached, I will be left with no other option but to cancel my service(s) and move to a different provider. What makes Xfinity so great if you cannot truly speak to someone who cares, values, and is honest with you? Companies advertise cheaper services, but what is better, paying less and sacrificing customer service; or paying a valued company that has better features and better customer service. You decide.