Wrong trade in value on two iPhone 15s because the store coded the transaction as new line plus byod instead of new line with trade-in

I am posting this on 6/20/2026 because the relevant Xfinity Mobile Apple trade-in promotion ends on 6/21/26.

I moved three lines from Verizon to Xfinity Mobile on Mobile Plus and purchased new iPhones with trade-ins. IK had check for the promotion and was VERY clear that this was three new lines with trade-in of three iPhones, NOT a three new lines with BOYD.

Despite my emphasis, the Danbury, CT store coded two iPhone 15 trade-ins incorrectly as new-line/BYOD transactions rather than as new Mobile Plus lines with qualifying promotional trade-ins and device payment plans. As a result, the iPhone 15 Plus and iPhone 15 trade-in values were reduced to approximately $440 and $414, instead of the $700 promotional value represented to me for each iPhone 15 trade-in.

The Groton, CT store (I went there to handle the third line on the account, that person lives close to the Groton store)  identified the same type of coding problem on the iPhone 13 line. That representative immediately saw the problem and inconsistency with what I had described, cancelled and rebuilt that line correctly as a new line with trade-in, and the iPhone 13 received a $600 trade-in result. That confirms the nature of the Danbury error.

I spent an hour and a half (two calls) with customer service yesterday (6/19). After escalating, a representative finally understood the problem and agreed. She said she would initiate a claim and put me on hold, then I was disconnected after about half an hour.

Again, I am reporting this before the promotion expires. I am asking Xfinity to preserve my eligibility under the 6/21/26 promotion and escalate this as a store-created order-coding error, and to either correct/rebuild the two iPhone 15 transactions under the qualifying promotional trade-in terms or issue equivalent device/account credits for the missing promotional value.

Affected trade-ins:

• iPhone 15 Plus: expected $700 promotional trade-in; current value approximately $440

• iPhone 15: expected $700 promotional trade-in; current value approximately $416

• Total shortfall: approximately $544

I am asking for a written escalation case number and confirmation that this was opened before the 6/21/26 promotion expiration.