Trade-In Promotion Not Applied – Ongoing Billing Error Since November

In November, my wife and I switched from AT&T to Xfinity and traded in two iPhone 14 devices to receive iPhone 17s under a promotional offer.

At the time of purchase, the sales agent had technical issues applying the promotion but assured us it would be resolved through internal tickets. Despite knowing the system was not working properly, the agent processed the order and promised it would be fixed later.

Several weeks later, the store manager contacted me and instructed me to bring in both trade-in phones, stating the issue had been resolved. I returned to the store and personally handed both iPhone 14 devices to the manager almost a month ago.

However, my account continues to reflect full retail charges for both phones. I have been to the store many times and spent countless hours on chats, calls, and in-person visits trying to resolve this. The store has been manually applying credits, but:

• The credits are inconsistent in amount
• They are not permanent
• The underlying billing issue has never been corrected

Live chat and phone support have told me they cannot assist and that no trade-in tracking exists, even though internal records clearly show agent error.

Internal ticket information:

• ECM0018314009
• ECM0017583215

These tickets confirm that the original agent failed to apply the trade-in promotion and should not have completed the order. This was not my mistake, yet I am being financially penalized for it.

I have fully complied with every request from Xfinity:

• Returned both phones in person
• Visited the store repeatedly
• Provided all requested information
• Continued paying my bill
• Worked patiently for months

Despite this, the issue remains unresolved.

I am extremely frustrated by the amount of time, energy, and stress this has caused. I have put in countless hours trying to fix an error that originated within Xfinity.

I am a Platinum Xfinity member and long-time customer, and until this situation, I have always had positive experiences. Unfortunately, this has been the most frustrating customer service experience I have ever had.

I am requesting:

1. Permanent correction of my account
2. Proper application of the original trade-in promotion
3. Adjustment of my remaining device balances
4. A resolution that does not require continued manual credits

I simply want my account to reflect what I was promised and what I fulfilled.

Thank you for your assistance in resolving this matter.