Requesting Exception: Honors S26 Ultra Pre-Order Trade-In ($1,100) due to Medical Emergency

I am a long-time Xfinity Internet customer attempting to port two lines from Google Fi and Boost Mobile. On March 10th (the last day of the S26 pre-order), I had two Samsung Galaxy S26 Ultras in my cart with the $1,100 trade-in credit applied to my two Galaxy A12s.

I was unable to finalize the purchase because my wife was unexpectedly hospitalized that same day. My priority was rightfully with her, but I missed the "submit" window by only a few hours.

I have since visited a store and spoken with supervisors, but I am being told the A12 is no longer eligible. I have physically verified that my devices are factory-unlocked and compatible. I am moving both lines to the Premium Unlimited plan as required.

Per the Xfinity Customer Commitment to "Make things right if we fall short," I am requesting a one-time executive override to honor the pre-order valuation that was in my cart during my family emergency. I want to bring this new business to Xfinity and look forward to your help.

Thank you, Dave