Xfinity Mobile Chat Agent Promised iPhone Duo Promo Without Payoff – Have Transcript Copy

On 10/17/26, I spoke with an Xfinity chat agent regarding my current phone situation. I am more than 50% paid off the IPhone 17 but do still have a balance. I wanted to take advantage of the $1,000 off the iPhone Duo. When I spoke to the agent, he said if I go to an Xfinity store that they would be able to “have the access to upgrade the phone for me” (in chat transcript). He said I could upgrade and get the deal when the balance was paid off but if I go to the store they could wipe the balance. When I went to the local Xfinity store later that day, I was told that it could not happen and that online agents say to go to the store for resolutions a lot even though they can’t do anything. This is super discouraging and I would like to be able to speak to someone else to further escalate this issue. Is there anything that can be done?