Trade in

I have been with XM for many years, and this experience has been completely unacceptable.

I received a trade-in offer of $600 for my iPhone 13, to be applied as a 36-month credit toward an iPhone 15 upgrade. I accepted the offer and mailed in my old phone as instructed. USPS tracking confirms delivery:

Tracking #: 4207505799019218790250485712391746

Delivered: Lewisville, TX 75057 — May 26, 2026, 1:33 PM

Despite this confirmed delivery, the “Check Trade-In Status” page never updated to reflect that the phone had shipped or arrived. After numerous calls to customer service and hours of wasted time, I have received nothing but the same scripted responses: “Your case has been escalated” and “You’ll receive an update from our back office team.” The only actual update I’ve received, on July 28, 2026, states that my trade-in was “received empty” — nearly two months after USPS confirmed delivery of the phone.

XM is currently charging me full retail price for the iPhone 15, despite my having fulfilled every requirement of the trade-in offer. Given the confirmed delivery record, this discrepancy is unacceptable.

I am requesting immediate resolution: honor the original $600 trade-in credit and correct my billing. If this is not resolved promptly, i need to have some kind of resolution?