Formal Complaint – Billing Error, Misrepresentation, and Request for Immediate Resolution

I am submitting a formal complaint regarding serious issues with my Xfinity account, including misrepresentation of an offer, incorrect billing adjustments, and failure to apply promised credits.

In December, I purchased an iPhone 17 Pro through Xfinity and completed a trade-in for $33/month, later adjusted to $23/month after being moved to a premium plan.

In February, I attempted to purchase an iPhone 17 Pro Max for my spouse. I was initially told that the trade-in system could not process her device (incorrectly identified as an iPhone 8). I was then offered a $400 loyalty discount with the following instructions:
I was told to open a new line, purchase the device with the $400 discount, and then transfer my existing number to the new phone after activation.

I followed these exact instructions in good faith.

However, the promised discount never appeared on my billing statement. When I contacted support, I was told the issue was due to not being on a premium plan, so I upgraded immediately as instructed. I was then assured the billing would be corrected, but it still has not been fixed.

A week ago, I contacted support again and was informed that this was an internal error. I was given a case code [Edited: Ticket number removed] with a promise that the issue would be resolved by March 31st. Today is April 1st, and the issue remains unresolved.

At this point, I am extremely concerned because:

* I was given incorrect and misleading instructions by your agent
* I followed those instructions exactly
* The promised $400 credit has not been applied
* My billing is still incorrect
* I may be charged automatically without resolution

For reference, I am also attaching chat transcripts where your agent explicitly confirmed the $400 loyalty discount and the process to follow.

This situation has caused significant frustration, wasted time, and a complete loss of trust in the accuracy of your support process.

I am requesting:

1. Immediate application of the $400 loyalty credit as promised
2. A full review and correction of my billing account
3. Written confirmation of the resolution
4. Escalation to a supervisor or dedicated resolution team

I expect this matter to be resolved urgently, as the delay has already exceeded the promised resolution date.