iPhone 18 Pro Max Order Processed Under Wrong Upgrade Promotion

iPhone 18 Pro Max order appears to have been processed under the wrong upgrade promotion

I’m hoping someone from Xfinity’s corporate/mobile support team can review an iPhone 18 Pro Max order that appears to have been processed under the wrong upgrade path.

I originally received a notification in the Xfinity app advertising the current iPhone promotion for existing customers upgrading a Mobile Plus line with a qualifying trade-in.

I decided to proceed through the Xfinity app. I selected that I was upgrading my existing line and trading in my current iPhone 16 Pro Max. During the initial checkout flow, the screen showed the new phone being financed with a monthly promotional credit for the same amount, effectively making the new phone free.

I then continued to the trade-in section and entered the information for my iPhone 16 Pro Max. After the trade-in was calculated, the checkout showed that I would still have approximately $12 per month in device payments.

At the time, I assumed the next step would apply the advertised Mobile Plus promotional credits and eliminate the remaining monthly device payment. Instead, clicking through completed the order.

Afterward, I became concerned that the system may have processed the order using my existing Upgrade Anytime benefit/trade-in value rather than the advertised “iPhone on us” promotion.

I have already spent significant time trying to resolve this through Xfinity Mobile chat support, an Xfinity store, and backend/mobile phone support.

Chat support told me the order would need to be canceled and redone. The store gave me another support number, but that team said the order could no longer be canceled because it was already processing/shipping. I was then told my only option was to refuse delivery multiple times until the phone was returned and the order canceled.

The phone is now scheduled for delivery, but I have not sent in my iPhone 16 Pro Max trade-in.

Before I activate the new phone or send in my trade-in, I would like someone with access to the order and promotional information to please review:

1. Which promotion or upgrade program is currently attached to my iPhone 18 Pro Max order.
2. Whether the order was processed under Upgrade Anytime rather than the current iPhone 18 Pro Max Mobile Plus trade-in promotion.
3. Whether my iPhone 16 Pro Max trade-in is being treated as a normal Upgrade Anytime trade-in or as the qualifying trade-in for the promotional offer.
4. Whether the correct promotional credits can be attached or corrected on the existing order without forcing me to return the unopened phone and place an entirely new order.

My intent from the beginning was to accept the promotion advertised to me in the Xfinity app: upgrade my existing Mobile Plus line, trade in my qualifying iPhone 16 Pro Max, and receive promotional credits covering the cost of the new iPhone 18 Pro Max.

I would really appreciate someone reviewing the actual order and promotion coding before I take any further action with the new phone or my trade-in.