Trade In Phone Help

I need help from someone on the corporate/escalation team with an Xfinity Mobile order that has been stuck for several weeks.

My husband attempted to upgrade his phone through Xfinity, but the order became stuck and cannot be completed or cancelled through the normal process. He has contacted customer service multiple times and has also gone to two Xfinity stores, but neither has been able to resolve the issue.

We were previously told that the issue was being escalated to the district manager, and an escalation ticket was opened. We have now been told that the ticket was closed because the requested option was not available. However, the underlying order is still unresolved.

At this point, we have been sent back and forth between customer service and the store, with neither having the ability to fix or cancel the order. We have spent a significant amount of time trying to resolve something that should be a straightforward cancellation.

We need this escalated to someone who has the authority to manually resolve the stuck order and cancel it. We do not need to be sent back to the store, as the store has already confirmed they cannot help us.

Please have a corporate/Digital Care representative review the account and contact us with a specific resolution. We are also considering moving our mobile service to Verizon because of how long this has remained unresolved.

I can provide the account/order details and previous escalation ticket number privately.