Unresolved Trade-In Credit — $830 Promotional Credit Never Applied

Background and timeline

1. September 2023 — I received a call from an Xfinity sales representative offering a promotion: join a 24-month plan and receive phones at no cost, with a free phone upgrade after two years. Based on this offer, I opened two lines, received two iPhone 15 devices, enrolled in AutoPay, and remained a customer in good standing for the full two years.
2. October 2025 — Remembering the "free upgrade after two years" that the original representative had promised, I called Xfinity. I was told the current offer was a trade-in: trading in my old phone would earn an $830 credit, applied as monthly installment credits on my bill. Because I wanted to keep my existing phone number, the representative instructed me to first create a new line and then swap my number onto the new device. Following those instructions, I placed the order, activated the new phone, and shipped back my old iPhone 15 as directed.
3. November 13, 2025 — I received an email confirming that my trade-in was complete.
4. After that date — I have never received the promised trade-in credit on any billing statement.

My attempts to resolve this

I have called Xfinity customer service numerous times. The outcomes have been:

• Some representatives told me to wait for a callback, which never came.
• Some created tickets and told me to wait for an email — but the only emails I received were notifications that the ticket had been closed, with no resolution.
• In the best cases, a representative issued a small partial credit (once a few tens of dollars, once a little over two hundred), but the following month's statement again showed no trade-in credit.

Why this matters

The $830 credit was the entire basis on which I agreed to trade in my iPhone 15. Spread over 24 months, that credit was meant to offset the ~$30+ monthly device charge I am now paying. As it stands, I am being billed the device installment without the offsetting credit that was promised — so I am paying full price for a phone I was told would be covered. Had I known the credit would not be honored, I would never have traded in my old phone.

Resolution requested

I am asking Xfinity to:

1. Confirm in writing the full $830 trade-in credit that was promised, and the terms under which it was to be applied.
2. Apply all missing trade-in credits retroactively, from November 2025 to the present, and ensure the remaining monthly credits are applied for the full term going forward — or, alternatively, issue the remaining balance of the $830 as a one-time lump-sum credit to my account.
3. Provide a single point of contact and a case number for this issue so I am not repeatedly restarting from zero with each call.

Please respond in writing within 14 days. If this cannot be resolved directly, I intend to escalate to the FCC and the Better Business Bureau, and to my state's consumer protection office.

I have retained all relevant records, including the original trade-in confirmation email, my billing statements, and my call history, and can provide them on request.

Thank you for your prompt attention to this matter.

Sincerely,