Lost trade-in

My family and I have been Comcast/Xfinity customers for over 20 years. We recently switched out mobile phones over to Xfinity Mobile. I placed my order online and set up a trade-in for my iPhone 13 Pro. During the ordering process, I asked if I could drop my trade-in at the local Xfinity store and was told that I could only ship via the instructed carrier, which was USPS. When the new phone arrived, I packaged the old phone and dropped it at my local post office as instructed. 

I have been waiting for my trade-in credit for months. The first couple of times that I reached out to Xfinity customer service, they instructed me that it can take 3-4 months for the trade in credit to be applied. Last month, I called again and was offered a temporary monthly credit to account for the amount that my bill should have been, but the customer service rep did not seem to check the status of my trade-in. They assured me that it should be settled soon.

On my bill this month, my credit was still not applied. Again, I reached out to customer service and was told that they had not ever received my trade-in and that I would need to reach out to USPS for resolution, but that if the package was lost I would lose my $700 credit altogether. I requested to speak with a supervisor and was transferred to Maya in the mobile department.

Maya gave me the same information but was extremely rude and refused to answer any additional questions and told me that she was closing my case. While attempting to get clarification on next steps, Maya continued to talk over me, claiming that “we were going in circles” and insisted on repeating the same thing over and over again. In my adult life, I have never dealt with a customer service representative that was so rude, especially a supervisor. She said that, even if USPS found my trade-in package, it would be my phone and I am no longer eligible for a trade-in.

As a longtime customer of Xfinity for over two decades, I am appalled at the lack of professionalism. I followed the instructions given to me by Xfinity, using their choice of shipping providers. As soon as the package was dropped off, it is out of my control. It is beyond disappointing that after several calls, my only option is to attempt to hunt down a missing package myself via USPS, despite the fact that I followed the trade-in instructions to the letter within the given time frame. No options for resolution were offered. No next steps to be taken. Just a closed case and a “better luck next time”.