My mobile bill does not show trade-in credit

In short, I am not receiving trade-in credit for the iPhone 17 Pro Max.

I had three iPhones on my previous provider—two iPhone SEs and one iPhone 11. I decided to switch to Xfinity’s Premium Unlimited plan on 10/09/2025. During the switch, I traded in both iPhone SEs for two iPhone 15s. I also traded in my iPhone 11 for an iPhone 17 Pro Max .

The two iPhone 15s were available right away, but the iPhone 17 Pro Max was in back order. Since the iPhone 17 was delayed until November, I didn’t want to keep paying my previous provider for an extra month. I contacted Xfinity, and the agent told me they could temporarily put my iPhone 11 on an Unlimited line, and everything would be sorted out once the new phone arrived. So, I transferred my number from the iPhone 11 to Xfinity on that Unlimited line.

I received the iPhone 17 Pro Max on October 25, 2025, and activated it the same day by transferring the number from the iPhone 11 to the new device. I then shipped back the iPhone 11, and I got confirmation that the trade-in was completed on November 10, 2025.

However, my billing was incorrect—I was listed as having a Premium Unlimited plan with three phones (one of which wasn’t even activated), plus a separate Unlimited line with the iPhone 17. I was paying extra for the Unlimited line.

I called customer service to fix it, and the agent canceled the extra Unlimited line and moved my iPhone 17 onto the Premium Unlimited plan. Now, the premium unlimited line showed 3 lines.

But ever since then, I haven’t received the  trade-in credit for the iPhone 17 on my bills. I do receive the trade-in credit for two iPhone 15s.

This issue continues every month, even though I’ve called multiple times to get it resolved. The agents agree that the trade-in credit is not showing on my account. However the best they can do is just put a note. Despite the notes my bill remains same.