Missing Promotional Credits on Two Phones – Request for Escalation and Review of Sales Calls

I need assistance from Xfinity Corporate/Digital Care regarding promotional device credits that were promised to me on two separate Xfinity Mobile purchases but have never been applied.

Purchase 1: iPhone 16 Pro Max, purchased around June 2025
Purchase 2: Samsung Galaxy S26 Ultra, purchased around July 2026

Both phones were purchased under promotional offers that I was told provided a $400 device discount/credit when opening a new line. I opened a new Xfinity Mobile line for each purchase specifically because of the promotion.

More importantly, both purchases were completed with Xfinity representatives by phone. During those conversations, I specifically discussed the promotion and made it clear that the promotional discount was the reason I was purchasing the phones and opening the new lines.

The representatives instructed me that I could open a new line for the promotion and close my old line. I followed the instructions provided by Xfinity’s own sales representatives.

I recently discovered that neither $400 promotion has been applied to my account.

I contacted Xfinity Mobile customer service about this and was told there is supposedly no record of either promotion. I asked for the matter to be escalated to a manager and was told there was nothing they could do. I also asked about returning the device and was told that the 14-day return period had expired. The representative ultimately disconnected the call.

The return period is not the issue. I purchased these devices and opened the additional lines because of promotional offers represented to me by Xfinity at the time of sale.

I am requesting that Xfinity:

1. Review the original orders and promotional eligibility associated with both devices.

2. Preserve and review the recorded sales calls for both purchases. Xfinity states that calls may be recorded, and those conversations should confirm that the promotional credits were discussed and were a material reason for my purchases.

3. Review the sales representatives’ notes and order records.

4. Identify the specific promotion/promotion code that was available on each purchase date and provide me with its terms.

5. Apply the promotional credits retroactively, including credits that should already have appeared, and continue the remaining promotional credits going forward.

6. If Xfinity believes either purchase was somehow ineligible, provide me with a written explanation of exactly why it was ineligible and how that differs from what the Xfinity sales representative told me when I purchased the device.

I have been an Xfinity customer for 10+ years and would prefer to resolve this directly with Xfinity rather than take the matter outside the company, but I need this formally investigated rather than being told there is simply “no record” of the promotions.

Please have an Xfinity employee contact me by private message so I can provide my account information, exact order dates, phone numbers, and any other information necessary to locate the orders and recordings.