New customer - Lost $1400 Trade in and Promotion after store manager plan change promise

Hello, I am a brand new customer and I need an executive ticket or advanced billing specialist to look into my account.

I signed up for premium unlimited mobile plan 2 lines on 04/20/26 at the Washingtonian Gaithersburg Store and qualified for a $1,400 trade-in promotion. The very next day, Xfinity launched a new “mobile select” plan. I returned to the same Gaithersburg store and spoke to the same customer rep to see I could switch. I explicitly asked the customer rep whether I could switch to the mobile select plan and kept my $1400 trade in promotion and he consulted the store manager who gave the approval and assured me the promotion would be kept. Then the customer rep processed the plan change. Neither the customer rep nor the store manager informed me of any negative financial impact regarding the switch, nor did they disclosed the 14 day cancellation policy details regarding plan changes. I relied entirely on the management team’s confirmation that my $1400 credits were secured.

When my first bill arrived, none of the $1400 credits were applied. I spent hours calling the Xfinity customer service to resolve this. Multiple agents acknowledged the error and opened internal escalation tickets(07/28/26 [Edited: "Personal Information"]; 08/24/26 [Edited: "Personal Information"]), explicitly promising that the full $1400 credit would be manually applied to my account and my bills remain incorrect. On 10/08/26, I visited the Gaithersburg Xfinity store and spoke to the store manager regarding to the billing issue, he opened the [Edited: "Personal Information"] and promised to honor the $1400. But when I visited him on 10/23/26, he told me the [Edited: "Personal Information"] was denied and told me to appeal to the corporate office..

I am requesting that an Executive Customer Relation specialist manually force apply the missing credits to my account. I acted in good faith based on a store manager’s authorization. Thank you.