Trade-In Promotion Denied & $500 Port-In Credit Missing – Need Urgent Help

With heavy heart and frustrated mind,

Hello Xfinity Support,

I’m posting here as a last resort after multiple unresolved attempts through support calls and store visits. I have two separate but related issues that are both outstanding and need immediate attention.

Issue 1: Trade-In Promotion Not Applied

• I placed an order for a Galaxy S25 (IMEI: --) with a trade-in of my Galaxy S24 (IMEI: ---) on June 22 at the store.

• The order was never delivered and got cancelled on July 5.

• On July 6, I returned to the store. After waiting over 2 hours, I was told I had no choice but to complete the trade-in in-store since it was selected that way in the system.

• I was pressured to hand over my S24 even though the trade-in promotion was not properly applied to the new order (S25+ IMEI: ---).

• Since then, I’ve spent 5–6 hours on the phone, made 5–6 visits to the store, and still don’t have a resolution.

• I’ve spoken with the store manager from July 20 to 31, and nothing has been done.

• A support case

  <Edited: "Personal Information">

  was opened, but I keep getting texts saying the promotion was not approved and the case is resolved — which it is not.

Issue 2: $500 Switch Credit Not Applied

• I also ported over from T-Mobile as part of your $500 switch/bring-your-own-number promotion.

• I submitted the required documentation, and my submission number is ---.

• I have not received any update or credit for this offer either.

What I Need:

1. Apply the correct trade-in promotion for my S24 on the S25+ order.

2. Process and apply the $500 switch credit (submission #).

3. Provide clear and honest communication moving forward — not canned responses saying issues are "resolved" when they are not.

This entire experience has been frustrating and has caused me a significant amount of time and stress. I did everything required on my part — including handing over my old phone and submitting documentation. I now expect Xfinity to honour the promotions I was promised.

Please escalate this urgently. Or give me some contact. No customer support or calls are helping, I urge someone from higher team to contact me or store manager at Bellevue Squere.

Thank you