Missing my $500 refund

Hello Xfinity Executive Support,

I am contacting you to formally dispute and escalate a trade-in issue that has remained unresolved for approximately a year and a half.

As part of an upgrade, I traded in my iPhone 12 Pro Max and received an iPhone 16 Pro Max. I returned my iPhone 12 Pro Max using the trade-in process and instructions provided to me, with the understanding that I would receive approximately $500 in trade-in value or credit.

I never received that credit.

After contacting Xfinity, I was recently told that the trade-in device was never received. This response is not acceptable without a proper investigation. I followed the return instructions provided to me and sent my device back in good faith. I am now missing both the phone I returned and the approximately $500 value I was supposed to receive for it.

I am requesting a formal investigation into this matter, including a review of all available records connected to my trade-in. This should include the original trade-in request, return shipping label, tracking history, carrier scans, warehouse intake records, device IMEI or serial number records, trade-in vendor records, and any internal notes associated with my account.

Please provide me with a written response addressing the following:

1. The complete status and history of my trade-in transaction.
2. Whether my iPhone 12 Pro Max was ever scanned, received, processed, or transferred by Xfinity or its trade-in partner.
3. The last known location or status of the device.
4. Why the approximately $500 trade-in credit was never issued.
5. What corrective action Xfinity will take to reimburse or credit me.
6. A formal case number and the department handling this escalation.

I do not believe it is reasonable for me to lose both my device and the promised trade-in value after following the return process provided by Xfinity.

If this matter cannot be resolved through standard customer support, please escalate it to a supervisor, executive resolution team, or the department responsible for trade-in disputes.

I am requesting a complete review and a written resolution of this matter.

Sincerely,
[Edit: Removed full name]