dpp issue when upgrading phone

Hi! I completely understand your frustration, especially after making multiple calls and still not having this resolved. From what you’ve explained, the iPhone 18 Pro Max is still counting toward your available device payment plan financing, even though you received a trade-in promotion intended to offset the cost of that device. This is now limiting the amount available for you to upgrade your own phone. We’d be happy to take a closer look at the account, trade-in promotion, and device payment agreement to better understand what’s happening and determine what options are available. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.