URGENT trade-in discrepancy -$700 promotion vs $185 assurant accepted offer

Thanks for responding. I am an existing Xfinity customer since 1999. 

The specific offer was confirmed by an Xfinity representative on August 31, 2026: $700 promotional trade-in credit for my iPhone 13 Pro Max 256GB, applied as $19.44 per month for 36 months, toward an iPhone 17 Pro Max 256GB.

I accepted that offer and completed the purchase. I have now received Assurant trade-in paperwork for the same iPhone 13 Pro Max showing “Accepted Offer Value: $185.00” instead of $700. The trade-in paperwork expires September 21, 2026.

I have the Xfinity chat transcript confirming the $700 promotional offer, the Assurant $185 trade-in paperwork, and the applicable trade-in terms and conditions. Because those documents contain account/device information, I do not want to post them publicly.

Please advise how I can provide those documents securely by Direct Message, and please escalate this because of the September 21 deadline. I need written confirmation that the original $700 promotional credit / $19.44 per month for 36 months remains intact before I surrender the phone.

Thank you very much for the information @stv1tna! Reviewing the offer, I am showing that our Xfinity Mobile Plus or Premium Unlimited data options are a requirement to receive the promotional device payment plan. If the correct data plan is not subscribed, you may receive the lower "accepted offer value".

Our Xfinity Mobile Plus and Premium Unlimited is our higher tier plans that start around $45.00 per month. Would you be able to verify your current Xfinity Mobile data plan? We have lower tiers such as Mobile Select, Unlimited Plus, and more depending on what generation plan you are on. 

You can quickly and easily check online through the Xfinity My Account web portal or the Xfinity Mobile section with the Xfinity App.