Mobile phone trade in shipped but tracking shows delays

This is still an open issue.

Tracking still shows it arrived in Lewisville, TX on Feb 21 and there have been no updates since then.  I called XM support several times.  I was told not to worry, since I shipped the trade in phone out in plenty of time using the label provided by Xfinity I would get my $999 credit for the phone.  Yesterday morning, I received an email from Xfinity with message "Great news: We received your Samsung GALAXY S23 5G in good condition!  Your $999.99 trade-in credit will be applied over 24 months starting on your next billing statement."

Then one minute later, I received another email from Xfinity mobile stating that my account has been credited for $287.  I did not know what this credit was for so I spoke with Xfinity Mobile support again.  I was on the call for 60 minutes while the rep kept putting me on hold to check with other departments.  Finally, she said the credit was one time credit for my trade in and I would not be getting the $999.99 full credit for my new S25+.  This was very distressing, especially since I had received an email that morning that I would be getting the full credit.  The rep then said she couldn't reach the appropriate department to check further and gave me a phone number for me to follow up with myself.  I called the number and the number was for the Xfinity fraud department.  The rep must have mixed up the "assurance" group (who handles fraud) with the "assurant" group (who handles trade ins).  The person in the assurance group who answered transferred me back to Xfinity mobile support.  This next rep confirmed that I was receiving the smaller one time credit instead of the full $999 credit.  He said that was not correct since I fulfilled all the obligations of the trade in and while on the phone he confirmed that this had been fixed and that the one time credit would be reversed and I would get the full $999 credit.  However, today, I received an email that my monthly bill was processed today and part of the one-time credit had been applied to that bill.  It appears this issue has not been resolved.  I really need to speak with someone who can actually resolve this issue and not just say it is resolved.  This is simple trade in transaction.  I have already spent hours on the phone trying to get this resolved.  Most times, I am assured that the issue is resolved but it then turns out it is not.