Phone trade-in credit not being applied to my service, even though the phones was received by Xfinity

I purchased two new phones on March 9th, 2026, with a trade-in of $450 for each phone.

I was supplied a USPS shipping label with tracking number for each phone.

The local Xfinity store where I purchased the phones supplied shipping labels with tracking numbers.

The phones were delivered to USPS on March 19, 2026.

The phones were received by Xfinity on April 3, 2026 as confirmed by the USPS via the tracking number.

One phone was marked as having been received as I am receiving the device credit.

The second phone is not receiving the device credit.

I have tried escalating this through customer service on two occasions, and have tried to escalate the issue through my local Xfinity Store. No resolution has occurred.

Is there another escalation route?