Long-running Xfinity Mobile account issue prevented phone upgrade and promo use

Hi, I’m hoping someone from Xfinity Support/Digital Care can review a long-running Xfinity Mobile account issue that normal phone support has not been able to resolve.

For several months, I have been trying to upgrade one of the three existing lines on my Xfinity Mobile account. The account itself has repeatedly shown all three lines as active and upgrade-eligible, but the upgrade/checkout system has often said I have no existing lines and tells me to add a new line instead.

I’ve contacted Xfinity Mobile support multiple times, visited an Xfinity Store after phone support told me the account could not be authenticated remotely, and had the issue escalated several times. Store employees reproduced the same account/authentication problem. More recently, support discovered that I had been using a Manager account while the Primary account had essentially blank customer information. The accounts were merged, which fixed one error, but checkout continued to fail with additional backend errors.

Tier 3 support has opened and reopened tickets on this issue. At one point, I was told it should be resolved within 24–48 hours; later, I was given a 5–7 day estimate. During this period, I was actively trying to purchase an iPhone 17 for an existing line while Xfinity was offering a large trade-in promotion. I have screenshots showing the same iPhone 13 mini receiving $495 in total trade-in value, including

a $400 promotional bonus. Because the account/checkout issue prevented the order from completing, that promotion ended before Xfinity fixed the problem. Now, there are no promotions available for Unlimited users and only for Mobile Plus users. Meaning I have lost $400 off my next iPhone because Xfinity had backend error codes I had no control over.

I’m not asking for an old promotion simply because I missed a sale. I was actively attempting to complete the upgrade while an offer was available, and Xfinity’s documented account/backend issues prevented me from doing so.

At this point, I would appreciate two things:

1. A review of the unresolved Mobile account/upgrade issue so I can confirm the account is finally able to process an upgrade normally.
2. A review of whether Xfinity can honor the promotional value I was prevented from using because of the documented account issue, or provide an equivalent account adjustment.

I have screenshots attached below of the details of the promotion and the checkout page with the promotion applied, and there should also be multiple prior support contacts and Tier 3 escalation records on the account.

Thank you.