Phone Upgraded But Xfinity Did Not Capture Trade In Request

I recently upgraded my iPhone 13 to iPhone 16 Pro. For reasons unknown, the trade in request was not captured by Xfinity, so I did not receive a return label.

The first time I tried the chat support, I was directed to take the phone and my order number to an Xfinity store for return. The associates in the store advised they could not take the phone, but printed a Trade-In RMA Receipt and directed me to a UPS store. They assured me that a mailing label was not needed. I went to the UPS store, and they were unable to accept the phone without a mailing label.

I contacted chat support again, was transferred to a different group, and was provided a phone number to call Assurant directly to get the mailing label. I called the provided number, and they were unable to process my request because my phone number did not show up.

I contacted chat support a third time, and was able to get a phone number to call. I called the number and was told my order was not processed as a trade in, despite the fact I had a trade-in receipt. I was repeatedly told there was nothing that could be done. I asked to speak to a supervisor several times. After the 5th request, the tech said a supervisor was not available. I asked for a different phone number I could call and was told that there wasn't one. I advised I would hold for a supervisor. After 15 more minutes of waiting, I was told I was being transferred to a supervisor, but I was hung up on!

I have had 3 lines with Xfinity for over 4 years. I am ready to cancel my mobile phones and my internet service. Absolutely lousy customer service in chat, over the phone, and in person at the retail location.