Unresolved iPhone 17 “On Us” Promotion Error — Immediate Executive Assistance Requested

I am seeking executive-level assistance for an unresolved Xfinity Mobile promotion and billing error that has been ongoing since October 2025.

On October 6, 2025, I visited an Xfinity retail store to participate in the “iPhone 17 on Us” promotion. The in-store agent, Omarion Haywood, processed the transaction incorrectly as a standard upgrade instead of attaching the promotion.

Mr. Haywood also instructed me to mail my old phone in a specific way. He provided packaging in the store and told me to place my iPhone 14 Pro Max in that package and mail it via UPS, which I did on October 13, 2025. The phone was delivered to Xfinity on October 15, 2025.

Despite following all instructions exactly as provided by an Xfinity employee, the trade-in credit was never applied. As a result, I am currently being charged for an iPhone 17 that should be fully paid off under the promotion.

I do not post this lightly. I have spent hours on the phone with multiple agents, have had multiple tickets opened and closed without explanation, and was told last week that the promotion had been applied and that I would receive confirmation within 24 hours. That confirmation never came, and nothing has changed on my account.

I am requesting escalation to Executive Customer Resolution to:

1. Correctly apply the iPhone 17 on Us promotion
2. Show the iPhone 17 as fully paid off
3. Credit any incorrect or missed charges
4. Provide written confirmation of the resolution

I have followed every instruction given by Xfinity and am requesting assistance from someone with the authority to resolve this matter.