Billing Issue

During the Thanksgiving 2025 promotion, Xfinity Mobile offered up to $1,100 off the iPhone 17 Pro Max with eligible device trade-ins. I enrolled two lines under this promotion and completed all required trade-ins. Although I received both iPhone 17 Pro Max devices, the promised promotional trade-in credits were never applied to one line on my account. As a result, I have been paying the charges on since the transfer, without receiving the promotional benefit I qualified for.

Additionally, I enrolled one line under the iPhone 17 Pro promotion, which offered up to $1,100 in trade-in credits applied over 24 months. However, I never received the device, yet I have been charged the full monthly amount since January.

In summary:

• Two iPhone 17 Pro Max lines

  • Devices received
  • Eligible trade-ins completed
  • Promotional credits not applied properly.

• One iPhone 17 Pro line

  • Device never received
  • Full charges have been billed since January
  • Promotional credits not applied

I have contacted Xfinity Mobile support and the billing department numerous times over the past several months. Despite repeated assurances that the issue would be reviewed or corrected, no resolution has been provided and the billing errors continue. 

At this point, I have exhausted all reasonable attempts to resolve this through standard support channels.  what are my options here ? Multiple escalations , but billing doesn't change.