Customer Service Has Been Lying To Me For 2+ Weeks

On September 21st I ordered an iPhone 18 Pro with my current iPhone 14 to be traded in after receiving it. UPS proceeded to try and deliver the phone ONLY while I was at work. I called the Customer Service number and they told me I could divert the package with a UPS My Choice account or by going to a local UPS store. I have a UPS My Choice account and the various divert/hold/return to sender options were all greyed out! My local UPS store told me Xfinity had to be the one to divert or hold the package. Xfinity once again told me that UPS was the only one that could. Because I was simply getting passed back and forth between UPS and Xfinity numerous times, I decided to flat out refuse the package. The first time after UPS failed to deliver, the Return To Sender option became available. I called Xfinity Customer Service and they assured me that if I refused the package, I could go to my local Xfinity (that is not a franchise store) to trade in my iPhone 14 that day.

My local Xfinity could not do a trade-in, as the 18 Pro and 14 are now tied to each other on my account thanks to this online order. I called the Customer Service number once again and this time they said that the Xfinity Warehouse had to get the package back before I could do the local trade-in. The UPS tracking number updated September 28th, saying "delivered." September 29th, UPS opened a claim because apparently the package was now considered "lost" even though it was delivered the day before. So now the claim was preventing anything from happening. The claim closed on October 2nd due to "proof of delivery" from the 28th.

I called Customer Service to confirm this and the agent told me that, actually, the Warehouse isn't expected to get the package for another 4 days! Even though the tracking says it was delivered! So I wait 4 business days and call again because there has been no updates. On October 6th I call and I'm told "well actually it takes the Warehouse up to 2 weeks for them to check in the phone, it looks like they got the phone on the 28th." So I don't know where the whole "wait four more days" came from, but I waited until October 12th, officially 2 weeks from when they got the phone. It takes 2 hours for me to be told by a Supervisor that I have to wait another 24 hours for the Warehouse to check in the phone, but that my "order is being prioritized to move things along faster." She gave me a $20 credit towards my next bill for the ordeal. 24 hours pass, I call today, October 14th, because I have gotten no updates.

I spend the first 15 minutes being basically lectured by the first Agent about how I apparently could have avoided sending back the phone by simply placing a hold on the package, which as I explained above, I COULD NOT DO. Then I have to explain to them why I want to trade-in my iPhone 14, which to that I'm told is a waste of time! According to this agent, the $600 offer Xfinity is giving me is actually a lie and that the $400 no-trade-in deal is better! Eventually, I tell this agent that at this point it doesn't matter. The Xfinity Warehouse has the iPhone 18 Pro and I just want the order canceled. They finally transfer me to the mobile department. This second agent has me go over everything that I've been through with them in the past 2+ weeks and when he tries to tell me that it looks like the Xfinity Warehouse is still waiting on UPS to deliver the phone, I ask for a Supervisor. The second agent asks for a good time to call me back, as their supervisors are busy. I tell him I don't mind waiting on the line. Less than 5 minutes later, I'm connected to a Supervisor that tells me the following:
Xfinity Customer Service has no way of contacting the Xfinity Warehouse. Every timeline I have been given in the past 2 weeks has been "incorrect information" and that they have no way of knowing if the Xfinity Warehouse has even received the package. There is nothing they can do for me, even though it typically takes 2 weeks for the Warehouse to check in a phone, and this has gone on longer than that.

So Xfinity Customer Service has spent the last 2+ weeks LYING to me, doesn't seem to know where the iPhone 18 Pro even went, and I am being punished for this incompetence! This is completely unacceptable and disastrous customer service! What is the point of this "mobile" department that Customer Service number has if they can't even talk to the Warehouse?! I don't want compensation for my "inconvenience"! I don't care that the refund will come when the order is canceled! I just want to trade-in my iPhone 14 to get a new phone at my local Xfinity! I have spend over 5 hours on the phone over the past 3 weeks trying to get some kind of consistent answer yet I have not gotten the same answer twice! I will never be ordering ANYTHING online from Xfinity ever again.

What is going on??? CANCEL THE ORDER!