Pre Order cancelled but trade in linked to the order is still active

Subject: Urgent escalation required — canceled order has left trade-in stuck and is blocking new phone order

My Xfinity Mobile phone order was canceled at Xfinity’s direction. However, the associated trade-in transaction remains active in the system, and I am now unable to place a replacement phone order.

I have contacted customer support multiple times and visited an Xfinity store, but nobody has been able to clear the trade-in or resolve the issue.

This is not a request to cancel a valid new order. I need the stale trade-in associated with the canceled order to be manually canceled or released, and my account and device line cleared so I can place a new order.

Please escalate this to the Xfinity Mobile order-management or trade-in support team with the appropriate system access. If the issue involves Assurant or a separate backend system, please coordinate with that team rather than asking me to repeat the same troubleshooting steps.

Please confirm:

1. The original order is fully canceled.
2. The associated trade-in has been canceled or released.
3. Any restriction preventing a new order has been removed.
4. Whether my original promotional offer can be preserved if the cancellation was initiated by Xfinity or its representative.

Please provide a case number and a specific resolution timeline.