Honoring mobile credits agreement for new iPhones purchased

Xfinity Senior Management,

In April 2026, I was advised that switching my four mobile phone lines to Xfinity Mobile and purchasing four new iPhones would result in a promotional credit of $400 per line, applied over 36 months. To date, none of these credits have appeared on my account. This amounts to $1,600 in credits that I was assured I would receive but have never been provided.

I was also informed at the time of purchase that I was not eligible to trade in my old devices for additional credits. I have since learned that this was incorrect, and that I could have received trade‑in credits for each of my four older iPhones, which are now unused and sitting in a drawer.

I have visited the Xfinity store located at 31 Grand Corner Ave Ste 31, Gaithersburg, MD 20878 at least five times to resolve this matter. I have spoken with Manager Natalie Kershaw on multiple occasions, Retail Sales Consultant Darnell Baber twice, and several other representatives whose names I unfortunately do not recall. All of these interactions should be documented in my account notes. On one visit, I waited over 1.5 hours to meet with the store manager, who remained unavailable and did not come out to speak with me.

Each time I visited, I was told that the credits were “on the way” and would appear on my bill, and that it could take up to two months. It has now been far longer than that, and I have still not received any of the promised credits. Instead, I have experienced repeated delays, conflicting information, and no meaningful progress toward resolving the issue.

I have been a Comcast/Xfinity customer for over thirty years, and I have never encountered a situation that has left me this dissatisfied. I switched to Xfinity Mobile based on the assurances I was given promotional credits, trade‑in eligibility, and even device protection for loss or breakage at no additional cost. None of these commitments have been honored. As a result, I am now paying more per month than I was with my previous carrier, despite being perfectly satisfied with my old phones.

All I am asking for is the fulfillment of what I was promised:

• The $1,600 in promotional credits over 36 months for the four new iPhones purchased through Xfinity Mobile in April 2026
• Clarification and correction regarding the trade‑in credits I should have been eligible for
• Confirmation of the device protection coverage that I was told would be included at no additional cost

I want to continue trusting Xfinity with my business, but that trust depends on the company honoring its commitments. I respectfully request that this matter be reviewed and resolved promptly.

Thank you for your attention to this issue.