Executive Escalation Requested — $1,100 Xfinity Mobile Trade-In Credits Missing for Over One Year

I am requesting an escalation regarding an unresolved Xfinity Mobile trade-in credit issue that has now been ongoing for approximately one year.

I upgraded to a Samsung Galaxy Z Fold 7 in July 2025 and returned my previous iPhone using the USPS return label provided for the Xfinity/Assurant trade-in.

USPS records show the package was accepted on July 25, 2025 at 3:26 PM, departed the post office at 5:05 PM, and continued showing "In Transit to Next Facility" from July 26–29.

The return label clearly identifies Assurant as the recipient and identifies the shipment as a USPS Ground Advantage Return.

I have contacted Xfinity multiple times since then and was repeatedly told the trade-in credits would be applied. However, they never were.

My most recent support ticket was closed stating that Xfinity never received the phone.

The problem is that my Xfinity account currently shows 24 credits remaining totaling $1,100.00.

I am requesting that Xfinity investigate the trade-in with Assurant and review the history of my previous support contacts rather than simply closing the case based on the lack of a final USPS delivery scan.

I followed the provided return process and surrendered the device to USPS. I have retained the USPS tracking history, the original Assurant return label, screenshots showing the $1,100 credit balance, and my previous Xfinity correspondence.

I am requesting escalation to the appropriate team/Executive Customer Relations and resolution of the $1,100 in outstanding credits.

I can provide all photos and documentation privately.