Trade-In Credit & Billing Discrepancy

Attention: Regional Manager
Xfinity Mobile
Subject: Urgent Request: Trade-In Credit & Billing Discrepancy – Account No. [Edited: "Personal Information"]

Dear Sir/Madam,

My name is [Edited: "Personal Information"], a long-time Xfinity Internet customer with Diamond-level status. On May 31, 2025, I ported my mobile service from T-Mobile to Xfinity Mobile at your Cypress, TX location (15055 Fairfield Meadows Drive, Suite 200).

During that visit, I participated in a promotional offer that included trading in two iPhone 14 devices (in excellent condition) toward the purchase of two iPhone 16 devices. I was assured of receiving $700 in credit per device, applied as $29.16/month per line for 24 months. Since the devices are billed at $34.58/month, my monthly cost should be $5.42 per phone after credit.

However, only one line is receiving the correct monthly trade-in credit—the second line is not.

Additionally, I was clearly informed at the time of purchase that:

• One mobile line would be billed at $40/month
• The second line would be free for 12 months

Instead, I am being charged $40 per line, totaling $80/month, which is inconsistent with the promotional terms promised.

The associate who handled our transaction appeared inexperienced, requiring the involvement of Store Manager Ms. [Edited: "Personal Information"], to whom I personally handed over both iPhone 14 devices.

After noticing these discrepancies on my first bill, I contacted both Xfinity Customer Service and Ms. Rodrique multiple times. Ms. [Edited: "Personal Information"] later acknowledged that the issue occurred due to incorrect promo input into the system.

 Although I was told the matter was being resolved, my second bill still shows the same errors.

This has now gone unresolved for over a month, despite my continued patience and repeated follow-ups. The lack of accountability and resolution is extremely disappointing, especially in light of my loyalty to Xfinity.

I respectfully request the following actions be taken immediately:

1. Apply the missing trade-in credit to the second line.
2. Adjust the mobile line billing to reflect the agreed terms: $40/month total, with one line free for 12 months.
3. Credit my account for any overcharges incurred to date.

If these issues are not resolved promptly, I will have no choice but to terminate my Xfinity Mobile service and request the return of my original devices.

Thank you for your immediate attention to this matter. I expect a timely and satisfactory resolution.

Sincerely,
[Edited: "Personal Information"]
Phone: [Edited: "Personal Information"]
[Edited: "Personal Information"]