Trade-in promotion credits denied after a rep talked me into a plan change

I need help escalating an unresolved trade-in credit issue.

As part of an Xfinity Mobile promotion, I upgraded my son's line to a Google Pixel 10 and traded in his Google Pixel 5 5G for $450 in credits over 36 months. I met every requirement and shipped the trade-in before the June 22, 2026 deadline. On August 26, 2026 I received an email from Xfinity confirming my trade-in case was resolved.

The credits never appeared. I contacted support many times. Reps confirmed the traded-in phone was received and told me the credits should post. During one of those chats, a rep offered me a plan change as a better deal, which I accepted. No one warned me it would affect the credits.

In a later chat, I was told I am no longer eligible for the credits because I changed plans. So Xfinity's own rep steered me into the change that is now being used to deny a promotion I had already fully satisfied.

I am asking for the full $450 in trade-in credits to be restored, including the months already missed, and written confirmation of the credit schedule. I can provide my account details privately.