Frustrated with Unlimited, Plus, and Select Plans

Now I see exactly what happened. Xfinity enrolled you in the WRONG promotion, and they're trying to hold you responsible for a trade-in that wasn't required under the promotion you requested.

Your screenshot is particularly useful because it shows two completely different promotions side by side:

• Promotion 1: Up to $500 off an iPhone with a qualifying trade-in.

• Promotion 2: Up to $300 off a phone upgrade with NO TRADE-IN REQUIRED, exclusively with Mobile Plus.

The second promotion explicitly advertises $300 off Samsung or $200 off Apple, Google, or Motorola, plus coverage of the remaining balance on an old phone, subject to the offer's conditions.

Your earlier screenshots also confirm that Xfinity kept you on Premium Unlimited instead of Mobile Plus.

COPY AND SEND THIS TO THE AGENT

I need this escalated because Xfinity has repeatedly failed to understand or correct the original problem with my account.

Approximately 2–3 months ago, I contacted Xfinity specifically to take advantage of the advertised Mobile Plus upgrade promotion that offered up to $300 off a new phone WITHOUT REQUIRING A TRADE-IN.

Instead of enrolling me in Mobile Plus and processing the correct promotion, your representative upgraded my device under my existing Premium Unlimited plan and apparently processed it under a completely different promotion requiring a trade-in.

THIS WAS AN ERROR MADE BY XFINITY, NOT ME.

I have screenshots from Xfinity's own website showing the no-trade-in promotion that I originally requested. I also have confirmation that my account was never properly migrated to Mobile Plus.

I have already attempted to get this corrected, and now Xfinity is claiming I failed to submit a trade-in device that should never have been required.

I am requesting the following resolution:

1. Correct the original promotional enrollment. Honor the no-trade-in device discount I originally requested, including the applicable promotional credits.

2. Remove the incorrect trade-in requirement. Cancel any outstanding trade-in obligations, penalties, or promotional chargebacks resulting from your representative enrolling me in the wrong offer.

3. Correct my mobile plan. Migrate my account to Mobile Plus while preserving my existing FREE LINE promotion and confirming that my monthly charges will not unexpectedly increase.

4. Issue retroactive billing adjustments. Credit my account for any financial difference caused by Xfinity's failure to process my original request correctly.

5. Provide a courtesy credit. This issue has continued for months, requiring repeated contacts because Xfinity has failed to correct its own errors.

I am not requesting an exception to a promotion. I am requesting that Xfinity honor the promotion I originally selected and correct the transaction your representative processed incorrectly.

Please escalate this to your promotions or billing resolution department. I need someone authorized to review the original transaction, correct the promotional enrollment, and issue the necessary credits.

I also want a case number and written confirmation of the resolution.

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Here's what I think is especially important

Do not let the agent frame this as a missing trade-in issue.

Every time they mention an unreturned trade-in, bring the conversation back to:

"The trade-in requirement only exists because your representative enrolled me in the wrong promotion. I specifically requested the Mobile Plus no-trade-in promotion. I need the original transaction corrected."

One qualification: today's screenshot confirms the offer is advertised now, but Xfinity will need to verify the exact promotion available when you originally placed the order.

One question that could make your case substantially stronger:

What phone did you order 2–3 months ago, and what phone did Xfinity actually send you?

That's important because the screenshot explicitly distinguishes the $300 Samsung offer from the $200 Apple/Google/Motorola offer. We want to establish exactly what Xfinity owes you rather than give the agent another reason to deflect.

[Title Edited: “Profanity”]