Urgent Complaint Regarding Trade-In Process Issues

Dear Xfinity Trade in Customer Support Team,

I am writing to formally express my frustration regarding the ongoing issues I have encountered with my trade-in process under the $35/month promotional offer, which includes internet and one free unlimited mobile connection, along with an $830 trade-in credit. Despite my continuous efforts to resolve these issues over the past three months, the matter remains unresolved, causing significant inconvenience.

When I initially applied for the connection, I provided details of my trade-in device, a Samsung Galaxy S22 5G 128GB, which has two IMEI numbers: [Edited: "Personal Information"] and [Edited: "Personal Information"]. The agent advised that only one IMEI was required, so I provided the second IMEI ([Edited: "Personal Information"]) and he said that will work. However, after sending my device for trade-in, it was returned with a rejection notice stating an IMEI mismatch. It appears that only the first IMEI was checked, disregarding the second one I provided.

Upon contacting Xfinity’s support team, I was informed that my $830 promotional credit is already applied and that I could resend the device with the first IMEI instead. However, when I received the return label, I noticed that the device name listed was "Samsung Galaxy S22+ 5G 128 White," whereas my device is "Samsung Galaxy S22+ 5G 128GB White." When I raised this concern with an agent, I was assured that the name discrepancy would not be an issue as long as the IMEI was correct and matched the device being traded in.

Despite this assurance, my device was once again returned, citing a name mismatch. After yet another discussion with customer support, I was advised to visit a Xfinity store to verify my device. I followed this instruction, and the store representatives confirmed that my device matched the IMEIs provided and created a ticket([Edited: "Personal Information"]) for resolution. However, I have yet to receive any feedback or a resolution to my case.

This back-and-forth process has been highly frustrating and time-consuming. I have invested a considerable amount of effort in resolving this matter, yet it remains unresolved after three months. Additionally, these issues have prevented me from upgrading my new iPhone 16 Pro 128GB to the 256GB variant, further adding to my dissatisfaction.

I kindly request immediate resolution of this issue. Please ensure that my trade-in is processed correctly and that the promised promotional credit is honored. I would appreciate a prompt response with a clear resolution plan. If this issue is not resolved soon, I may have to escalate the matter further.

Thank you for your immediate attention to this matter. I look forward to your prompt response.