iPhone 18 Pro offer not submitted by representative

On October 1, 2026, we went to the Xfinity store in Concord in response to the "iPhone 18 Pro on us" offer. We signed up for the Xfinity Mobile Plus plan for several lines and had an iPhone 17 Pro for trade in. Xfinity did not have the color we wanted (black with 512G of storage) and the store representative said he would order it for us and have it delivered to our house.

Several days later, we had not received the new phone so we contacted the Xfinity representative by text. He told us, via text, that we should have a tracking email. We told him that we didn't and went into the store to meet with him several days later.

In the store, he acknowledged the promotion and our eligibility but both he and the manager discovered that the representative had not submitted the claim for us. They said that they could no longer honor it since the promotion had ended and Xfinity would not allow it to be honored, They offered alternatives but none were remotely similar to the original offer. 

We were told to contact the Xfinity representative in November as they were pretty sure that they could honor the original offer with a black Friday offer. We contacted the representative and he could only offer a reduced payment plan on an iPhone 18 Pro.

Bottom line is that the representative made a mistake; we didn't. We would like our iPhone 18 Pro sent to us as soon as possible. We have a good document trail to substantiate this post.