Xfinity Lost My Returned $1,000 Phone and Now Charging Me Full Price – Platinum Member of 10+ Years

I’ve been a loyal Xfinity Platinum member and continuous customer for over 10 years, but I’m extremely disappointed with how Xfinity is handling a major issue involving my returned phone and trade-in.

I returned my phone using the prepaid shipping label provided by Xfinity for my trade-in upgrade, which was supposed to credit me toward a new device. The phone I returned was valued at $1,000, and I followed every instruction carefully. The USPS tracking number  clearly shows the package was delivered to Xfinity’s return facility — confirmed directly by USPS.

Despite this, Xfinity is now claiming they never received the phone and has charged me the full price for a new device instead of honoring the promised trade-in value. In other words, Xfinity lost the phone and is now billing me as if I never returned it.

I’ve contacted support multiple times, submitted proof of delivery, and requested escalation. Unfortunately, I keep getting transferred to offshore service teams (mainly in Egypt) who either don’t review the evidence or repeat scripted responses without offering a real solution. Not once has anyone taken ownership or provided a concrete resolution.

This is unacceptable. I did my part, have verifiable tracking proof that the device was delivered, and yet I’m facing financial loss due to Xfinity’s internal handling error.

After 10+ years of loyalty, this situation feels like a breach of trust and responsibility. I expect this issue to be escalated to a management-level team that can review my USPS documentation and make things right.