Escalation Request – Trade-In Promotion Not Honored (Ticket: [Edited])

Hi Xfinity Team,

I’m writing to formally escalate an issue that has been going on for over two months and still hasn’t been resolved.

• I opened an Xfinity Mobile line on September 2.

• On September 17, there was a promotion in-store: trade in an iPhone 14 and upgrade to an iPhone 17 Pro. I was told I qualified.

• The store associates said the promo was “for new customers only,” but they offered a workaround: open a new line, pay the activation fee, place the order for the iPhone 17 Pro, then move my old number to the new line and close the extra line. This entire process was done in the store by your representatives, based on their guidance.

Now, more than two months later, I still haven’t received the full credits that were promised. I only received about $298, and I’m now being charged $45/month for 24 months, which I would not have agreed to if the promotion hadn’t been offered.

What I’m being told now is that the promotion didn’t apply because:

1. The number was changed (which your store told me to do), and

2. I “wasn’t on Unlimited Premium,” even though I was — and when it got downgraded, another rep told me it was due to a system issue.

I have called over 15 times about this, and I visited the Xfinity store multiple times. Each time I was told a manager would call me back; that has not happened. The store now says they are a third-party and can’t help — but they were the ones who set this up and told me this workaround was valid. I should not be penalized for being given incorrect information by Xfinity staff.

All I am asking for is one of the following:

• Apply the promotion that was originally promised, or

• Return my original iPhone 14.

Please review my account notes and call history to see how many times I’ve tried to resolve this. This has been extremely frustrating, especially because I followed exactly what your representatives told me to do.

Ticket number: [Edited: "Personal Information"]

I would appreciate this being escalated to someone who can actually apply the credits or restore my device.

Thank you.