$400 Device Credit Not Applied – Xfinity Mobile Promotion (April 2025)

I switched to Xfinity Mobile in April 2025 under a promotion that included 1 year of free unlimited line and a $400 device credit on an iPhone 16 Pro. This offer was verified in-store before activation, and I purchased the phone based on that confirmation.

I paid full device taxes, activation fees, and two months device installments, and was told the credit would apply from the next bill. However, I’ve been charged the full device and line costs, with no credits applied. Multiple ECM tickets were created over several months, but I recently received a message stating the ticket was closed without approval. I’ve contacted customer care via chat and phone and also visited the store again, but there has been no resolution.

I’m running out of options and am reaching out here hoping for escalation and resolution of this issue.