URGENT: Missing $1,100 New Customer Trade-In Promo – Only Given Base Value ($678) - Deadline, September 14th

Hello Xfinity Support Team,

I am writing to request an urgent escalation regarding a missing promotional trade-in credit on my new Xfinity Mobile account from August 2026. My husband and I joined as new customers under the $1,100 trade-in promotion.

My husband’s line received the promotion correctly. However, my line has not.

Assurant officially received my trade-in device, marked it in "Great Condition," and accepted it. However, instead of applying the agreed-upon $1,100 promotional credit, my account was only issued the base market value of $678. This leaves a missing promotional balance of $422 that has failed to attach to my line.

We have been actively trying to resolve this with phone and chat support for 3 weeks with no resolution. We have a hard deadline of Monday, September 14th, to get this settled before our billing locks in. I have all written documentation, including the original order confirmation for the $1,100 promo and Assurant's inspection receipt.

Could an Official Employee please send me a Direct Message so I can provide my account details and get an ECM / Tier 2 ticket opened to manually apply the remaining $422 promotional kicker?