Request for Executive Escalation – Xfinity Mobile Promotional Upgrade Not Honored

I am requesting immediate escalation to Xfinity Mobile Executive Resolutions.

The week of 10/5, I visited an Xfinity retail location and completed the process to upgrade my phone under an active promotion providing an iPhone 18 Pro Max through trade-in credits. I upgraded my line and completed all T&C / signatures in person with the representative.. The representative advised that the device would be shipped to my home, and I received text messages documenting the upgrade process.

After waiting approximately one week, I discovered that Xfinity had never submitted the order. By then, the promotion had expired. I returned to the store seeking resolution, but the store manager refused to honor the original promotional terms and was remarkably disrespectful.

I am not requesting a new or expired promotion as a courtesy. I am requesting that Xfinity honor the promotional transaction initiated while the offer was active and correct its internal processing failure.

I request:

1. A formal Executive Resolutions case number.

2. Review of the original retail interaction, account activity, and confirmation messages.

3. Reinstatement of the original promotional pricing and trade-in credits.

4. Written confirmation of the resolution. Please confirm that this matter has been referred to Xfinity Mobile’s corporate Executive Resolutions team rather than returned to the retail location.