Removed promo credit

Good day user_2iqhu0 👋 I'm glad you came to us with this Xfinity Mobile concern because we'd love to dig deeper into this for you to ensure everything is reflecting exactly as it should. Typically, the only prerequisite for maintaining Xfinity Mobile trade-in credits is that your mobile account stays current and does not fall behind at any point. Do you know if your mobile account was kept current up to the point prior to the credit being removed?

Yes was kept current and bill on autopay

I had a very similar problem. I pre-ordered an iPhone 18pro. Actually, I tried to do it online on the website. I had a trade in of an iPhone 14 Pro. It kept erroring out and said it couldn't process the request and that I should call an agent. So I did. Order placed. Somewhere along the way, it wasn't noted as a trade in. Don't recall if I didn't make it clear or the person who too my order forgot to mark it. I got the phone. Transferred my old phone to the new one, with small problems, but I got through it. I gave it a few days to make sure all was ok. I took my old phone to the Xfinity store to trade it on. They said my shipping label was emailed to me and to use that and take it to a UPS store. Looked around through all communications and couldn't find it. They told me to call 611 and talk to support. Long story short, they said it was never ordered as a trade in and the order was now closed. There's no way to re-open the order and change it. I'm now stuck with an old phone. I had two options; return the 18 and place a new order as a trade in (in which case I wouldn't have a phone during that period), or I could place a new order for another phone as a trade in and then send the original 18 back, as long as it was within the 21 day return window. Now it gets complicated. We recently canceled our internet service Xfinity because it wasn't working to our satisfaction. Because of that, they told me I couldn't make any new orders or changes. Wait, what??  What does my home internet service have to do with my mobile service? My option at that point was to reactivate my internet service, for a week and not use it, and place a new order and then cancel the internet again. Nope. Not doing it. Why can't you take care of a customer and just correct my order and give me the trade in like I wanted? Apparently "it doesn't work that way." I ended the call with no resolution. I now have a perfectly good iPhone 14 pro that they won't take as a trade in and a bigger monthly payment on my 18 pro. Totally unacceptable way to treat a customer.