Ongoing Issue with iPhone Trade-In and $600 Credit Not Received

I have been dealing with a serious issue regarding my iPhone trade-in for over a year now, and I am extremely dissatisfied with the way this has been handled.

I turned in my old phone as part of a promotion where I was supposed to receive a $600 credit toward a new iPhone. I was clearly told by a representative that the $600 would be deducted from my bill. However, the credit was never applied to my account.

To make matters worse, a new line was added to my account without my authorization, and that line was later canceled. This has now created confusion in your system, making it appear as though I canceled the phone order, when in fact it was never a new line—it was a device upgrade for my existing line.

I have spoken with multiple representatives, many of whom apologized and told me that the $600 refund had been processed. This information was incorrect, as I have not received any refund or credit to this day.

I am very upset and frustrated by the miscommunication, the unauthorized changes to my account, and the complete lack of resolution. If I had known this process would be so mismanaged, I would have kept my old phone.

Now I’m stuck paying over $1,000 for a phone that should have had a $600 credit, and I have received nothing in return for the device I traded in.

I respectfully request that this issue be escalated and resolved immediately. I expect either the $600 credit to be applied to my account or for Xfinity to provide a full explanation and resolution for the mishandling of this situation.