Urgent Complaint – Misrepresentation of Xfinity Mobile Trade-In Promotion

On August 9, 2025, I visited your Xfinity Mobile retail location at [Edited] Houston, TX 77007 to participate in a promotion advertised in-store and online: trade in an eligible device, switch to the Premium Unlimited plan, and receive up to $830 off an iPhone 16 Pro.

The store manager, Don, assured me I would receive $700 in credits for my trade-in, provided a trade-in box, and stated a shipping label would be emailed to me. I signed the agreement based on these terms.

However, my account now shows only $400 in credits, no shipping label was sent, and store staff have since told me there is no trade-in on my account. I have been given conflicting information and was told there is nothing they can do to resolve the matter.

This is false advertising and a breach of the agreement made by the store manager. I am requesting that Xfinity Mobile honor the original terms:

• Accept my trade-in

• Maintain my upgraded service

• Apply the full $700 credit as promised and advertised

Please respond promptly so this matter can be resolved

Sincerely,

[Edited: "Personal Information"]