$1,100 Xfinity Mobile Premium Unlimited Upgrade Offer Accepted — Order Failed — Executive Escalation Requested

I’m looking for help from Xfinity Support/Executive Customer Relations with a Mobile upgrade promotion that was offered to me multiple times but apparently failed to complete in Xfinity’s system.

On my first call, I was offered this deal for the $1,100 upgrade, my wife wanted to upgrade that day and have help transferring her current phone over to the new, so I told the guy we would just go into the store to get it done. So then I went into an Xfinity store to upgrade the phone. The store employee pulled up an offer on his computer showing that if I upgraded the line to Premium Unlimited, I would receive a $1,100 credit toward upgrading the phone on that line. I personally saw the $1,100 offer displayed on the Xfinity system and that I would have to pay $2 and change per month to cover the the cost of the phone over the $1,100 credit.

The employee attempted to process the upgrade, but the transaction would not go through. After trying to resolve the issue, he reached a point where he could no longer get the offer to display again. Rather than continue having issues in the store, I decided to leave and call Xfinity Mobile.

On my first call, I explained the $1,100 Premium Unlimited upgrade offer that had just been shown to me in the store. They got it all squared away and my payment was to be over 36 months around $2.78 or so. They asked if I wanted confirmation via email or text and then that call was disconnected before everything could be completed.

I called Xfinity Mobile again. After some back and forth, that representative was eventually able to independently locate the same $1,100 offer in Xfinity’s system. I agreed to the offer and was told the transaction was being completed and that I would receive a confirmation email.

The confirmation email never arrived.

Now I am being told that the $1,100 offer cannot be found or is no longer available.

I want to be clear that I am not asking Xfinity to give me a promotion that happens to be available today. I am asking Xfinity to investigate and honor the $1,100 offer that was presented to me while it was available and that I accepted.

There should be multiple ways to verify what occurred:

• The Xfinity retail store employee accessed and showed me the $1,100 offer and attempted to process it.
• My calls to Xfinity Mobile should be in the account/contact history, the second call happened on August 15th around 3:00pm EST
• On my second call, the Xfinity Mobile representative independently found the $1,100 offer, I accepted it, and I was told I would receive confirmation.
• Xfinity should have the account notes, system/order activity, and call recordings necessary to verify what was offered and agreed to.

I would appreciate assistance from someone with the authority to investigate this as a failed order/promotional fulfillment issue, including reviewing the account history and call recordings.

I am happy to provide my account information, phone number, dates/times of the calls, device information, and any other details privately to an Xfinity representative.

I would simply like Xfinity to honor the $1,100 Premium Unlimited upgrade offer that its own systems and representatives presented to me and that I accepted.

Thank you