Longest Xfinity Mobile Trade-In Scam

I ordered a new Xfinity mobile phone with trade in of my fully-paid-off old Xfinity mobile phone via Xfinity mobile website in mid July 2024. I shipped the old phone using pre-paid shipping label given by Xfinity to send to Assurant in early August 2024 (which was promptly delivered by USPS).

After 10 months, I still haven't received any of the $800 trade in credits promised to me. I have spent numerous hours with Xfinity mobile chat and on call, first they said still processing on their end (in November 2024 and again in March 2025), and now saying I did not ship on time. I paid USPS archival tracking to get proof that I shipped and USPS delivered the old phone on time, by the trade in deadline Xfinity shared in their trade-in email.

Furthermore, they kept my old phone and never returned the old phone back to me. Xfinity mobile customer agent on call said they escalated a request to return back my old phone.

I feel stuck. I have been a Xfinity mobile user since they lauched the service in 2017.

I have proofs of trade-in offer when placing my new phone, USPS tracking and delivery, and case numbers for multiple never-ending escalations that Xfinity customer agents raised for no purpose. Going physically to an Xfinity store is a waste as well since they ask to call Xfinity customer care as well.

Its so disappointing to see such a big company taking money from customer with false promotions, miscommunications, and inefficiencies on their end.