Problems with Xfinity Mobile Promotion and Trade-In

Dear Xfinity Customer Support,

I am writing to formally request assistance and resolution regarding an issue with my recent Xfinity Mobile promotion and trade-in.

I have been both an Xfinity customer for over 22 years and a shareholder, and I value the services your company provides. In October 2025, I enrolled in an Xfinity Mobile promotion that included the following:

I received the iPhone 17 Pro on October 13, 2025. Due to international travel, I sent in my iPhone 14 Pro on December 13, 2025. At the time of purchase, I was not clearly informed of the strict 21-day trade-in deadline; I only became aware of this later via email.

Additionally, I unintentionally failed to unlink my iPhone 14 Pro before sending it in, which resulted in the device being returned to me. I corrected this issue and resent the phone on January 9, 2026.

Since then, I have made multiple visits to the store and spoke with Store Lead David Navarro and Natalie Kershaw. They submitted two ECM (Executive Customer Management) requests on my behalf. Unfortunately, the responses have been unfavorable. As of today:

Given my long-standing relationship with Xfinity, I respectfully request a fair resolution. I believe my situation was impacted by unclear communication regarding the trade-in timeline and a correctable technical issue that I promptly addressed.

I would greatly appreciate your assistance in resolving this matter by honoring the original promotion and trade-in agreement, or providing an alternative solution that reflects the intent of the offer.

Thank you for your time and attention. I look forward to your prompt response