Phone trade-in credit still not received (3 months later)

Traded in a phone for the $1000 promotional credit over 24 months with a new iPhone 16 PRO MAX. 

Phone was accepted in good condition for the full promo (as per Xfinity email dated 10/17/2024). To this day haven't got the promo actually applied on my account. Called, chatted, and went to the Xfinity store multiple times. Keep getting told that I need to wait 1 more billing cycle. What a horrible experience. 

Guess FCC complaint is the next step since even the people in store couldn't help me.