Urgent Issue with iPhone 14 Trade-In – No Resolution from Customer Service

I am reaching out to request your urgent assistance regarding an ongoing issue with my iPhone 14 trade-in.

On April 17th, I initiated a trade-in request via Xfinity Mobile’s online chat to trade my iPhone 14 for an iPhone 16. The representative confirmed that the trade-in was processed, and I received confirmation to go ahead with the trade-in. However, when my new phone arrived last week, my old phone was still with me.

I contacted customer service again for guidance on how to return my old phone and was instructed to take it to the nearest Xfinity store. However, when I arrived, the store staff informed me that they had no knowledge of this process. They explained that typically, I would receive a return label for the trade-in phone. After further investigation, it was revealed that the original representative did not select the correct trade-in option for my account, which led to the situation where I now have a fully financed phone instead of a trade-in credit.

I spent an entire morning on the phone with five different representatives, none of whom resolved the issue. Instead, I was repeatedly told to place a new order for the trade-in, despite already receiving the new phone. This has caused a great deal of frustration, and I feel it is unfair that I am now being asked to bear the consequences of an error made by the initial customer service representative.

Additionally, I am quite frustrated with the quality of online customer service, particularly the involvement of AI during my service interactions. The representatives I spoke with were based in India, and it seems they were unfamiliar with in-store processes. I was told to return the phone to a physical store, which only caused confusion. Moreover, during the service process, AI interactions distracted me by asking personal questions such as "How is your day going?" which only added to my frustration as I was trying to resolve an important issue.

I apologize for troubling you with this matter, but I am unable to resolve this through customer service. I would deeply appreciate your prompt assistance in resolving this situation and ensuring the correct trade-in process is followed.

Thank you for your attention to this issue.