Subject: Missing $400 iPhone 17 Promo Credit - 3 Cycles Passed - Escalation Requested

Hello,

I am seeking assistance with a missing $400 promotional credit for an iPhone 17 purchase made at an Xfinity retail store. I upgraded to a Premium Unlimited plan specifically to qualify for this device promotion, which was supposed to be applied as monthly credits over a 36-month period.

I have now entered my third billing cycle and am still being charged the full device amount (approx. $23–$24/month) without the promotional offset.

Timeline of interactions:

At Purchase: The store employee confirmed the $400 promo would apply after 1–2 billing cycles.

Xfinity Chat: A second agent confirmed the promo was active but focused on increasing my internet plan by $10 instead of resolving the credit.

Recent Follow-up: A third agent suggested the promo might not be on the account at all, despite my plan upgrade and the terms agreed upon at the time of purchase.

I have met all requirements, including the plan upgrade and timely payments. I am looking for an Official Employee to:

1* Manually apply the missing $400 promotional growth to my device payment plan.

2* Provide a "catch-up" credit for the overpayments made during the previous billing cycles.

I have the dates of my previous chats and the store location available for a DM. Please let me know the next steps to resolve this once and for all.

 Thank you