Urgent Resolution Needed for Order #[Edited] - Trade-In Issue from 8/11/24...8 months of unresolved trade in phone value

Dear Xfinity Customer Service,

I am writing to urgently address an unresolved issue with my trade-in order #[Edited: "Personal Information"], initiated on August 11, 2024. During my visit to the Xfinity store located at 3450 Youngfield Street, Suite B, Wheat Ridge, CO 80033, my phone was physically taken by store staff at the time of trade-in. However, I was not informed that I needed to look for a shipping label and send the phone in myself.

As a result of this oversight, my phone was either held or lost by the store, leading to a significant delay. Despite my persistent efforts to resolve this issue over the past eight months, including monthly calls to Xfinity and recent assurances from agent "Michael" on 4/17, I have not received the promised $577 credit towards my iPhone 15 purchase from August of last year.

I have received only two emails, on October 10, 2024, and February 24, 2025, stating that my issue had been resolved, but no credit has been applied to my account. Last week, Michael assured me that I would receive an email on April 21 detailing full credit and additional consideration for my trouble, but this email never arrived. Today, I spoke with "Psy" and she informed me that the trade-in promotion had expired and could not provide the credit, despite the issue being entirely out of my control.

As a Platinum level Xfinity customer, I feel taken advantage of and deeply disappointed by the lack of resolution. I kindly request immediate action to apply the $577 credit to my account and address the inconvenience caused by this prolonged issue.

Thank you for your prompt attention to this matter.

Sincerely,

Noah