My trade in device to Xfinity has been lost in transit

I am in the exact same boat, shipped an S24 back to Assurant using the provided labels on 10/14/25 and the last update was in TX on the 22nd saying arriving late. The support staff is sending me in circles and i finally got a half answer that if the phone is lost or stolen enroute, the credit goes away and obviously you don't get your old device back. I still owed some money on that device so now not only am I responsible for the full price of the Xfinity phone but now the phone that was only stolen because i trusted Xfinity to handle the trade in.

I originally initiated a trade-in that included two devices:

• iPhone 14 Plus

• iPhone 15 Pro Max
  ...to receive two new iPhone 16 Pro Max devices.

However, upon receiving my returned iPhone 14 Plus, I contacted your support immediately to understand what went wrong. After several phone calls and an in-store visit, I was informed that your system had incorrectly registered two iPhone 15 Pro Max devices for trade-in, instead of the correct 14 Plus and 15 Pro Max.

Resolution Offered:

After multiple conversations and no timely resolution, your support informed me that the only solution was to start a new trade-in process, for which I was given:

• A new device (iPhone 17 Pro Max)

• A $400 trade-in credit
  ...but under the condition that I return the iPhone 16 Pro Max and keep the iPhone 14 Plus.

This “solution” has forced me into an unfair situation where:

1. I am now responsible for reselling my iPhone 14 Plus on my own.

2. I have paid approximately $350 in taxes and installment payments for the iPhone 16 Pro Max, which I now must return.

3. The $400 “discount” you applied toward the iPhone 17 Pro Max is being framed as a trade-in for the 16 Pro Max.

Key Issues:

• The initial trade-in error was not my fault.

• I was not offered a real solution to the error, but rather pushed into a new full-payment plan for a different phone.

• I lost the trade-in value I should have received for my iPhone 14 Plus and 15 Pro Max, especially the expected $700 credit.

• I paid real money ($350+) for a phone I no longer even possess.  
  
  So in assume I got rejected traide in, huge wasted time and a brend new phone for full price because of some employee mistake... That's crazy.

@Xfinity Support How’re you even doing business with such horrible customer experiences everywhere ? Could you please offer a solution to our case ? 

user_vk97 thank you for using the Xfinity Community Forums page to reach out regarding your trade in device and promotional credits. I know that I would also want to fully reap the rewards of my promotional offer as well. Please send me a direct message with your full name and complete service address to get started.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" 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. 

Additionally, I am unsure why these transit delays and/or losses are being imposed on the Customer, especially since the Customer did not have a choice in selecting the shipping carrier or method. In my case, I had two calls regarding a similar situation. I traded my S23 Ultra with Xfinity for an iPhone 17 Pro. I shipped a phone on October 16th, the same day I received the new phone (Xfinity needed to receive it by November 6th), and it's still showing as "in transit" as of November 12th. 

During both calls, I received a somewhat scripted response from the Xfinity Representative that when they receive the phone, they will grade it at that point, and I will receive a monthly trade-in credit. Until then, I need to continue paying the full DPP every month, which is reflected in my last Bill. Again, they did not have any idea what would happen if they never receive a phone. 

I had a very good experience with Xfinity over the past 13 years. But in the last 3 months, I had two incidents and experienced the worst of my life. 

1. I need to spend 10 hours in a week just to get my phone returned, which was promised at the time of sale — a 14-day return policy with no questions asked. 
2. I spent a considerable amount of time on a call with Xfinity, and the matter is still ongoing regarding trade-in credit.

Same! I would love to know those answers. FRUSTRATING!!

I'm having the same issue. I used USPS on Sept 22nd with the supplied shipping label.

Sept 28th is stopped updating and shows "In Transit to Next Facility, Arriving Late" 

Who can I talk to @xfinity to get this resolved? $1000+ trade in credit and now im stuck paying full price for this new Iphone.

This is exactly what I’m going through right now I could copy and paste the same story my phone was shipped from MI to Tx and it has been stuck in the same place since 10/15

Same issue here! We shipped the phone in October and it is stuck in Carrolton, TX; it doesn't look like it was ever received. We keep getting told by Xfinity that it is Assurant's problem and Assurant says it is Xfinity's problem. I cannot tell you how many phone calls and web chats but still no resolution. Poor customer service all around. 

I have been dealing with the same trade in issue for 13 months. I traded in a iPhone 13 Pro Max and iPhone 14 Pro Max.  In December 2024. The phones were shipped to assurant and signed for by them on December 31 2024. However they never showed them as received causing all the issues. I have spent too much time trying to get the customer service department to resolve the issue but they have continued to send me denials and only explanation is a link to the policy they say I violated.  I thought I was doing xfinity a favor by saving them shipping by sending both phones in the same box.  But for some reason they lost my phones.  I truly believe we are all being stolen from by xfinity and its partner in crime assurant.   I had both the previous phones on the xfinity network meaning they have all the info IMEI numbers and they still act like they have no idea how to find them or resolve this issue.  Added to the problem every time I contacted customer service I was so stupid as to listen to there agent and bought Apple Watches for my family and they have done everything they could to not give me the rebates on watches for cost of the watch. The first watch I gave my wife the second I took and the third I still have not activated because all the [Edited: "Profanity"] that is happening with my account because they fail to handle their issues.  The first watch was ordered by customer service and had to be reordered multiple times because agent could not process it right when ordering it said in stock then wasn’t then was so as in processing the order the rewards code was lost and not put in order causing first issue with rebates.  Then they don’t tell you that the add an additional 911 fee to each line so basically your being lied to by the advertisement.  So stupid me two more times during two different calls I ordered two more watches and only the second one I ordered has the rebate now processing even though after multiple times calling about and being assured that the rebates are set they deny and revert the bill to original. So I have two cell phones no rebates and two watches no rebates 3 added line fees yet they use the same data as phone and three added 911 fees added because they consider it a line that we need to pay additional taxes on.  So adding another 50 dollars to ones bill.  Every time I contact customer service I get the statement that I have to send it up to next level and nothing get resolved.   Multiple times people has given partial credit partial resolution to only have it revert to other price. They say they did not receive my trade ins and because I didn’t do it by there time line they can’t help me.  But I have the complete transit history of the return package tracking data from USPS and both phones were delivered and signed for my an agent at assurant for trade in.  So assurant has them and either someone there stole them or threw them in a I don’t care to investigate why two phones arrived in same box.  So either poor customer service at assurant or the process for Xfinity trade ins is absolute garbage.  I still show active rebate offer and credits waiting to be processed on my line but they deleted the trade in info for the 14 iPhone I traded in and say they did not receive.  So how do they leave one in limbo and remove the other rebate if they did not do that to my account by someone’s direction.  Two iPhones have been stolen total of 1660 dollars of credit that has been stolen from me. In any case the amount is a felony theft that was committed by the Xfinity’s team or assurant team but being passed off as my fault or at least because I didnt send both phones separately to them in different boxes with the rebate form.   They have the access to track the phones they have the partnership with assurant yet I’m the one out the credits for my phones that I traded in.  I expected a bill not nearly as expensive as this has become and I am seriously considering paying all the items off and canceling all of my services with xfinity as this has gone on for over a year.  No one even has the thought to call me to deny or question me    I am the customer and can not do anything to track the phones that are in the possession of the same people denying me. I am next going to complain to the better business bureau and file a complaint with the fcc and or whoever I can to remedy this issue.   I understand now that trying to do a favor to the service provider has caused me nothing but pains.  I expect nothing from this company anymore as they have continued to fail to provide any resolution or provide me the two phones back.   So again felony theft is a reason to investigate already but the fact that so many customers experience the same thing you’d believe that they would have a process to follow for these issues but I think they are only denying the trade ins because it gives them a free phone that they didn’t have to issue credit for.  But how long will you operate on that business model as it is based on theft 

I am having the exact same issue, and I did send my trade in phones in separate boxes so they cannot use that as an excuse.  Based on the number of other complaints on the internet, I truly believe that this is not only intentional on their part but is also illegal and they should be punished.