Formal compliant

On 10/6/25 per chat I ordered a new iPhone 17 Pro. I was initially told that by trading in my old iPhone would receive a $700 trade in credit. The remainder price of $399 would be applied over 24 monthly installments. I told the agent thank you, but this was not acceptable so I was not going to purchase the phone at this time. 

However, he then came back to me on 10/6/25 and at exactly 3:15 and wrote this: “Alright, I have escalated this to the Mobile Care backend team and obtained special permission to make the manual payment of $399 itself, removing the 24-month split”.

Therefore, it is guaranteed by Xfinity that I could purchase the new iPhone 17 Pro, trade in my old iPhone 13 Pro, receive the $700 trade-in credit credits, and make a one time $399 payment to pay off the iPhone 17 Pro completely.

My iPhone 13 Pro was traded in. I have since talked to five agents via chat of which they either prematurely ended the chat, or they transferred me to someone else I also talked to someone on the phone who said “that is not our policy and I don’t care what anyone else told you”.

I do not care if it is policy or not, as I have it in writing from Xfinity that they will allow it this one time. Therefore, to uphold xfinity’s end of the deal that was made on 10/6/25 when I purchased the new iPhone 17 Pro, I need to make a payment of $399 to completely pay off the iPhone 17 Pro.