Failure to Honor Trade-In Agreement and Promised Account Credits

Dear Xfinity Customer Relations,

I am writing to formally express my extreme dissatisfaction with the way Xfinity has handled my trade-in transaction and the failure to honor the account credits that were promised to me.

I turned in my trade-in device with the understanding that I would receive credits applied to my Xfinity account as part of the agreed-upon transaction. However, despite fulfilling my responsibility and surrendering my device, not a single promised credit has been applied.

I am now being told that the credits cannot be honored because of an allegedly deactivated line. This explanation is unacceptable. Xfinity accepted my device, agreed to provide account credits, and failed to fulfill its end of the agreement. I should not be held financially responsible for internal account issues, processing errors, or administrative complications that were not caused by me.

To be clear:

• Xfinity accepted my trade-in device.
• Xfinity promised credits toward my account.
• Those credits were never applied.
• I have repeatedly contacted customer service in an attempt to resolve this matter.
• I continue to receive explanations without an actual resolution.

At this point, I am left without my trade-in device, without the financial credits I was promised, and without any meaningful assistance from Xfinity.

I have made every reasonable effort to resolve this issue. I should not have to continue making calls, repeating my situation, and fighting to receive something that was already promised to me.

I am formally requesting the following:

1. A thorough investigation into my trade-in transaction.
2. Confirmation of what happened to my surrendered device.
3. Immediate application of all account credits originally promised to me.
4. If Xfinity is unable or unwilling to provide the promised credits, an appropriate alternative resolution or compensation for the value of my trade-in.
5. Written confirmation that this matter has been reviewed and resolved.

I expect this complaint to be escalated to a supervisor or the appropriate corporate resolution department. I also expect a clear explanation and a resolution, not another generic response or an attempt to shift responsibility.

I entered into this agreement in good faith and fulfilled my part of the transaction. I expect Xfinity to do the same.

I WANT WHAT WAS PROMISED TO ME. NOTHING MORE, NOTHING LESS.

Please take responsibility for this situation and make it right.

I look forward to receiving a written response and a satisfactory resolution as soon as possible.

Sincerely,

A Very Disappointed Xfinity Customer