iPhone trade in issue

I traded in my iPhone 14 Pro for $830 and shipped it to Assurant, a third-party company, as instructed by an Xfinity store agent. However, Assurant returned the phone because the IMEI on the return label (IMEI2) didn’t match the IMEI on the phone itself (IMEI1). They compared the two IMEIs and returned the phone.

Since then, Xfinity has been charging me the monthly fee for a new device, and no one has been able to issue a credit or stop the monthly charge until the trade-in issue is resolved. I am at no fault for this mistake, and it clearly stems from Xfinity’s end. I have been following up with the Xfinity store for over two weeks, but I have received no proper response.

This incident has made me understand why people often criticize Xfinity’s customer service. Despite my request, they only raised a ticket today.