Lost iPhone 15 Pro Trade-In Shipment – No Resolution from USPS or Xfinity

Hi,

I traded in my iPhone 15 Pro through Xfinity’s trade-in program and was provided a USPS trade-in shipping label. I shipped the device on September 20, 2025, from Atlanta, GA (30328). However, since then, the tracking has shown only “In Transit to Next Facility” as of September 24, 2025, with no further movement or scans.

I have raised multiple complaints with USPS, including a Missing Mail Search Request (ID: MRC 25 2233 9928), but unfortunately, I have not received any meaningful updates or resolution.

I have also contacted Xfinity customer support several times, spending nearly an hour on each call. Although tickets were created and escalated to the trade-in team, they were repeatedly closed without action, citing “waiting for trade-in device.”

If USPS has lost the package, it is unclear how the device can ever be delivered. I am caught in a loop where USPS provides no help, and Xfinity continues to wait indefinitely for a device that is likely missing in transit.

I kindly request immediate escalation and clear next steps from Xfinity on how to proceed in this situation. As a long-time customer, I find this lack of accountability and coordination between USPS and Xfinity extremely disappointing and concerning.

Below are the shipment tracking details for your reference:

Tracking Number: 9218790250485708263101

• Missing Mail Search Request ID: MRC 25 2233 9928

• October 4, 2025, 11:07 AM: Missing Mail Search Request Initiated

• September 24, 2025: In Transit to Next Facility

• September 20, 2025, 5:22 PM: Departed Post Office – Atlanta, GA 30328

• September 20, 2025, 4:43 PM: USPS in Possession of Item – Atlanta, GA 30328

• September 12, 2025: Pre-Shipment, USPS Awaiting Item

I appreciate your urgent attention and expect a prompt response with a clear resolution path.