Urgent: Missing Trade-In Credits for Two iPhones – Request for Immediate Resolution

Dear Xfinity Executive Support,

I am writing to formally escalate an unresolved issue regarding missing trade-in credits for two iPhones (13 Pro Max and 12 Pro Max) that I traded in after porting my lines to Xfinity in October 2024. As part of the promotion, I was promised $1,000 in trade-in credits per device, to be applied monthly.

I completed all trade-in formalities, including shipping both devices using the provided return labels. I have tracking numbers confirming delivery. I initially received trade-in credits for a few months, but they suddenly stopped appearing on my bill after December 2024.

Despite multiple calls to Xfinity customer service and a visit to the Vernon Hills, IL store, the issue remains unresolved. I was incorrectly informed that the devices were not received, which is false—I have proof of shipment and delivery.

This experience has been extremely disappointing, especially after switching from T-Mobile based on the trade-in offer. I feel misled and frustrated by the lack of accountability and follow-through.

I am requesting:

• Immediate reinstatement of the monthly trade-in credits for both devices.
• Retroactive application of the missed credits since January 2025.
• Written confirmation that this issue has been resolved.

Please treat this matter with urgency. I am prepared to file formal complaints with the BBB and FCC if this is not resolved promptly.

Sincerely,
[Edited: "Personal Information"]

[Xfinity Account Number: [Edited: "Personal Information"]]
[Contact Information: [Edited: "Personal Information"]]
[Tracking Numbers for Trade-Ins:

USPS# [Edited: "Personal Information"]]