iPhone Upgrade Issue

Hello,

I am writing to request executive assistance with what I believe is an Xfinity Mobile system lock on my account. I recently attempted to upgrade a device on my line. However, the first order attempt had to be canceled. I went to my local store to upgrade my iPhone 14 Pro to an 18 Pro on October 5 prior to the October 9 cutoff date.  I found out that the $700 trade-ion value I was promised ended up in the Xfinity system as $388.  I went back to the store to see what could be done and was told I had to wait until I got the new phone and then cancel and reorder.  When I got to the store I was told they would enter a ticket and get back to me within 24 hours.  Never heard back from them.  I called the support number and explained my issue.  They entered ticket ECM0025984621 and then told me I had to wait 45 days for the process to clear.  And then I was told they had no idea what my trade-in would be at that time (about Nov 30).  I've been with Xfinity over 30 years and don't feel this is an appropriate way to be treated.

Frontline customer service agents have informed me that they cannot bypass this 45-day timeline, as the previous order's Device Payment Plan (DPP) or financing slot appears to be "stuck" or pending cancellation in the backend billing system.

Since the original upgrade was canceled and no new device was shipped or processed, I am requesting that a tier-3 or billing specialist manually clear the pending order history, release the line financing restriction, and reset my upgrade eligibility so I do not have to wait 45 days for a system refresh. I'd also request that the original promised $700 trade-in value be restored.

Please review my account details and contact me to help resolve this issue.

Thanks.