pending credit evaluation request

Dear Xfinity Executive Customer Relations Team,

I am writing to request a formal review of my Xfinity Mobile device promotion.

I have been an Xfinity internet customer for approximately six years and a mobile customer for about ten months. I switched my mobile service to Xfinity after being offered $700 in promotional trade-in credits for my previous iPhone 14 Pro Max when I purchased my iPhone 17 Pro Max.

The promotional credits are distributed over 36 months. Approximately ten months have passed, and I have about $508 in promotional credits remaining.

I understand that I can purchase or upgrade to another device. However, I have been told by both customer service and an in-store representative that upgrading would cause me to forfeit the remaining $508 in promotional credits.

My request is straightforward: I would like to upgrade to a device with greater storage capacity without forfeiting the remaining promotional credits I was offered in exchange for my previous phone.

I am not asking for a duplicate promotion or a free device. I am requesting a review of my account and a reasonable solution that would allow me to retain the remaining trade-in credits, whether through a promotional exception, an alternative upgrade arrangement, or another available option.

Please escalate this matter to a team authorized to review promotional exceptions. If my request is denied, I would appreciate a written explanation identifying the specific promotion terms that prevent an alternative arrangement.

I value the services I have maintained with Xfinity over the years, but losing $508 in promotional credits simply to obtain a device with sufficient storage is a significant concern.

Thank you for your time. I look forward to a written response and a meaningful review of my case.

Sincerely,

[Edited: "Personal Information”]