URGENT: Missing $500 Trade-In Promotional Credit [Edited]

Dear Xfinity Customer Support Management,
I am writing to formally escalate an ongoing issue regarding a missing $500 trade-in promotional credit on my Xfinity Mobile account, [Edited: "Personal Information"].
During your Thanksgiving promotion in November, I participated in a trade-in offer that promised a $500 credit in exchange for my old device. I completed all necessary steps and successfully traded in my phone. However, several months have passed, and this credit has still not been applied.
I have attached my latest invoice, number [Edited: "Personal Information"], dated March 1, 2026. As you will see on the second page, I am still being charged the full device payment of $49.99 for the phone associated with the line [Edited: "Personal Information"]. The promised $500 deduction has not been applied to offset this device cost, and the only discount reflecting on my bill is a $40.00 unlimited line discount.

Here are my account details for your reference:
• Account Holder: [Edited: "Personal Information"]
• Account Number: [Edited: "Personal Information"] 
• Phone Number: [Edited: "Personal Information"] 
• Service Address: [Edited: "Personal Information"]
• Date of Trade-in: [Insert Date in November]
• Order / Trade-in Confirmation Number: [Insert Confirmation or Tracking Number]
I have fulfilled my end of the agreement by sending in my device, and I have waited patiently well past the standard promotional processing time. Please review my account immediately, apply the missing $500 credit toward my device balance, and issue retroactive credits for the $49.99 monthly installments I have been incorrectly paying.

I expect this to be resolved in my next billing cycle and look forward to your prompt response.
Sincerely,
[Edited: "Personal Information"]