Missing $1,000 iPhone 16 Pro Max Trade-In Promo – Package Lost in Transit by USPS (Xfinity Pre-Paid Label)

Account Details: [Edited: "Personal Information"]

Trade-In Device: iPhone 16 Pro Max 256GB

Promotional Value: $1,000.00

USPS Tracking Number:[Edited: "Personal Information"]

Issue Summary:

Five months ago, I initiated an Xfinity Mobile trade-in promotion for a $1,000 credit. I used the pre-paid USPS shipping label provided by Xfinity/Assurant and dropped the package off within the required 21-day timeline.

The USPS tracking number confirms the initial acceptance scan, proving the device was successfully surrendered to the carrier. However, the package has been stuck "in transit" for 5 months and is clearly lost.

Standard customer support told me to "deal with USPS." This is legally incorrect. Because Xfinity provided the pre-paid label, Xfinity is the Shipper of Record. As the customer, my legal obligation ended the moment the carrier scanned the package. The risk of transit loss falls entirely on Xfinity and Assurant. USPS will not allow me to file a missing mail claim because I do not own the shipping account.

Resolution Demanded:

I request that an Executive Escalations Team member manually review the tracking drop-off proof and immediately apply the promised $1,000 promotional credit to my account (either as a one-time lump sum or by retroactively starting the $41.66/month billing credits).