Worst experience with Xfinity

I am writing to express my deep frustration with my recent experience with Xfinity Mobile and to document this as a complaint.

Six months ago, I traded in a nearly new device—purchased just last year—at an Xfinity store to qualify for a promotional offer when switching from my previous carrier. The promotional device credit was applied correctly for five months.

The credit then stopped. I initially assumed this was linked to a plan change, so I contacted customer service the same month to revert to my previous plan and preserve the promotion. I was later told that the issue was not the plan, but that Xfinity had “never received” my trade‑in device. This is incorrect, as the trade‑in was completed in person at the store.

Over the next two months, I received multiple, conflicting, and inaccurate explanations. A week ago, I was finally informed that the real reason for losing the promotion was a switch from Unlimited Premium to a regular Unlimited plan. I had already called twice, two months ago, specifically to prevent any plan change and to keep my original plan, and I clearly communicated that intention each time. Despite that, I am now being told that the promotional credit cannot be restored under any circumstances, even if I return to the original plan.

I have since paid off both of my devices in full and am transferring both mobile lines and my home internet to another provider. At this point, I am not seeking resolution or compensation. The issue is no longer the money, but the way the situation was handled: the inconsistent communication, incorrect information, mishandling of my in‑store trade‑in, and the final customer service call in which I was effectively told that I would get nothing; I do not believe that I even got the actual credit value of my trade-in device.

I am posting this here solely to document my experience and to highlight how poorly this case was managed from start to finish.