Request to Honor Free iPhone 18 Pro Max Offer Confirmed by Xfinity Mobile Agent

Hello,

I'm writing to request that Xfinity Mobile honor the offer a customer service agent confirmed to me by phone on October 10th.

The agent told me I would receive a free iPhone 18 Pro Max when I trade in my current phone (iPhone 14 Pro Max) and port in a phone number from another carrier to a Premium Unlimited plan with Xfinity. This matches the mailer I received from Xfinity Mobile offering a free 5G phone to Xfinity Internet customers who add a Mobile Plus line.

When I went to the Roseville store on November 11th, the store representative told me the most they could offer was $930 toward the device and had no record of the free offer I was quoted over the phone.

I relied on the agent's confirmation in deciding to move forward with Xfinity Mobile. I'm asking that you:

1. Locate the call notes or recording from my earlier call and confirm the offer.
2. Honor the terms I was quoted, so the iPhone 18 Pro Max is free after trade-in and bill credits.
3. Send me written confirmation of the final terms (plan, trade-in requirements, port-in requirements, and credit schedule) before I complete the order.

I'd like to resolve this directly, and I'm happy to provide my account information and the photos of the mailer. If it can't be resolved, I will escalate to Xfinity's executive customer relations team and the California Public Utilities Commission.

Thank you for your help. I look forward to your reply.

Sincerely,
Kami 

[Edited: "Personal Information"]

Phone number ending in [Edited: "Personal Information"] on my account.