Roberto with Executive Resolutions will NOT answer his phone

I have been trying to get in touch with Roberto in Executive Resolutions for over a month.  He emailed me and I just saw 1 voicemail from him.  How do I actually talk to him about a a Better Business Bureau complaint that I filed?  This is in regard to Xfinity’s failure to honor and apply apromotional trade-in credit that was advertised and promised to me at the time of purchase. Despite attempts to resolve this issue with Xfinity, more than four months have passed without resolution. On 12/1/25, I visited Xfinity to take advantage of a promotion for a trade-in credit toward a new device. , Xfinity representatives mishandled the trade-in process and were unable to complete it correctly. I was instructed to return to the store 24 hours later 12/2/25 to resolve the issue. When I returned, the promotion was unavailable. Instead, I was given a prepaid envelope by Xfinity to mail back the phone I was trading in and was told by the employee and the manager that the credit would be handled manually. Unfortunately, the envelope provided by Xfinity contained an incorrect shipping address. Xfinity informed me that they could not apply the promotional credit without proof that the phone was shipped back. I subsequently provided Xfinity with the tracking information as proof that the device was returned. Now, more than three months later, I am still waiting for the promised promotional trade-in credit to be applied to my account. I have spent a significant amount of time contacting Xfinity customer service (over 5 trips in person) attempting to resolve this issue, with no successful resolution. This situation reflects a failure by Xfinity to: Properly process a trade-in promotion that they advertised and sold in-store Provide accurate shipping materials for the trade-in Take responsibility for their own errors Apply a valid credit after proof of return was provided I am requesting Xfinity: apply the full Black Friday promotional trade-in credit that was promised, retroactive to the original purchase date, and Correct any billing impacts resulting from this delay, including any overcharges caused by the missing credit. This is only what I should have received originally, nothing more.

Such horrible and just plain bad customer service and no attempt to correct the situation or do the right thing.....  I really do feel that I have been scammed by xfinity mobile.