Lost Iphon trade in credits

I am requesting escalation to Xfinity Mobile Corporate Escalations regarding the cancellation of $950 in promotional trade-in credits on two iPhones.

The plan change that resulted in these promotions being canceled was actually recommended by an Xfinity representative. At no point during that recommendation or the plan change was I informed that I would forfeit my existing device promotional credits.

Had I been informed that changing plans would cost me $950 in remaining promotional credits, I would not have agreed to the change.

After discovering the issue, I contacted Xfinity multiple times. Representatives acknowledged the situation and specifically told me they would manually apply the $19 monthly credit for each device. I was subsequently told that Xfinity had reached its maximum allowable manual credits and could no longer honor that arrangement.

I should not be financially penalized for following a plan recommendation made by Xfinity without being informed of its financial consequences.

I am requesting:

• Restoration of both original promotional credits for the remaining 25 months, OR
• A one-time account credit of $950 representing the remaining promotional value.
• A review of the original plan-change interaction and all subsequent customer service notes.
• Written confirmation of the resolution.

Please escalate this matter to someone with the authority to resolve the issue rather than applying another temporary courtesy credit.

I would like this resolved directly with Xfinity, but if necessary, I am prepared to submit a formal FCC consumer complaint.