Based on what you shared, it’s a good sign that you have USPS delivery confirmation showing the device was received. Situations like this usually require a deeper review, and we can help get that started.

To move forward, please send us a Direct Message with the following so we can review the account and see the best way to assist:

• Full name on the account
• Service address
• IMEI of your wife’s traded‑in device
• USPS tracking number confirming delivery

We’ll take a closer look and work with the appropriate teams to ensure your trade‑in is accounted for.

One quick note for future posts: our Xfinity Community Guidelines ask that messages not be written in all caps, as it’s considered shouting and can violate community rules. You can review those guidelines here:
https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

We truly appreciate you bringing this to our attention and giving us the opportunity to help. Please go ahead and send that Direct Message, and we’ll take it from there.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message