Unresolved Trade-In and Promotional Credit Dispute – Account Billing Discrepancy

[Edited: "Personal Information"]

July 28, 2026

Xfinity Mobile
Customer Service Escalation Team

RE: Unresolved Trade-In and Promotional Credit Dispute – Account Billing Discrepancy

To Whom It May Concern:

I am writing to request escalated assistance in resolving a billing issue that has persisted on my Xfinity Mobile account since September 2025, despite multiple attempts to resolve it through standard customer service channels.

In September 2025, I contacted Xfinity Mobile regarding a promotion offering a free device upgrade through monthly bill credits, combined with trade-in credit for our existing devices. Based on this promotion, we ordered three new iPhone 17 Pro devices. We received the new phones and promptly shipped back our trade-in devices as instructed. Under the terms of the promotion, we were to receive:

1. Trade-in credit for our three returned devices, and
2. Monthly bill credits to offset the cost of the new phones.

Neither of these credits has been applied to our account. As a result, our monthly bill increased from approximately $100 to $250 per month — an increase of roughly $150 per month that we should not be paying under the terms of the promotion we accepted.

I have contacted Xfinity Mobile multiple times to resolve this issue, with no success:

- On my first call, I was told that upgrading a line had canceled the promotion. I did not request an upgrade on any line — all lines already had unlimited service.
- On a second call, I was offered a one-time $40 credit, which I declined, as it does not come close to addressing the ongoing monthly overcharge.
- A few weeks ago, I spoke with an agent who assured me the issue would be fixed and told me not to worry. No corrective action was ever taken.

I have been an Xfinity Mobile customer for a long time and would prefer to remain one. However, I am no longer able to justify paying $250 per month for cellphone service that should cost roughly $100 under the promotion I was promised. I do have other viable options in my area, including Fidium Fiber for home internet and T-Mobile, which is currently offering competitive unlimited plans and free phone promotions.

I am asking the Escalation Team to:

1. Apply the trade-in credit owed for our three returned devices,
2. Apply the monthly promotional bill credits for all three lines retroactive to September 2025, and
3. Confirm the corrected monthly billing amount going forward.

I would appreciate a prompt response and a direct point of contact to avoid having to repeat this issue again. Thank you for your attention to this matter.

Sincerely,

[Edited: "Personal Information"]