Unresolved $500 trade-in credit — requesting escalation

I have been trying to resolve an Xfinity Mobile trade-in issue for approximately eight months. I traded in an iPhone 12 and have an email from Xfinity confirming “Your trade-in is complete” and that the device “was accepted.”

The agreed trade-in value was $500, but the credit has never been applied to my account. I have contacted Xfinity Mobile customer service multiple times without resolution.

At this point I am requesting escalation to a supervisor or Executive/Customer Relations team. I can provide the trade-in acceptance email and account information privately. Please provide a case number and investigate the missing credit