Request for Corporate Mobile Escalation - Three Trade-In Tickets Closed Without Resolution

Hello Xfinity Support Team,

I am requesting assistance from Corporate Mobile Escalations or Executive Resolutions regarding an unresolved Xfinity Mobile trade-in shipping issue that has been ongoing since September 2026.

On September 13, 2026, I purchased two new iPhones with promotional trade-in offers for my existing iPhone 14 Pro and iPhone 14 Pro Max.

Unfortunately, I have spent more than a month trying to resolve a shipping-label problem, and three separate support tickets have now been closed without actually fixing the issue.

Here is a summary of what happened:

1. Original USPS labels had incorrect tracking activity. Xfinity/Assurant provided two USPS trade-in labels. However, both tracking numbers showed USPS possession/in-transit activity even though I still physically had both phones. I was concerned that using these labels could result in tracking, delivery, or trade-in processing problems.

2. Two Xfinity stores refused to accept my devices. I visited two different Xfinity stores seeking an alternative way to complete the trade-ins, but neither store would accept the phones because of the existing shipping/trade-in issue.

3. The first support ticket resulted in an unrelated FedEx label. Xfinity generated a FedEx return label, but I later contacted Assurant directly by phone. Assurant confirmed that the label was actually for returning an iPhone 18 Pro, not for either of my existing trade-in devices.

4. The second support ticket was closed without correcting the issue. The backend team indicated that a shipping label had been generated, but my trade-in records continued to show the original problematic USPS tracking numbers. No valid replacement labels were provided.

5. The third support ticket was also closed without resolution. On October 16, 2026, I received two shipping labels by email from Xfinity Mobile. Unfortunately, both labels contained the exact same original USPS tracking numbers. By October 19, the latest ticket had also been marked completed, even though nothing had been corrected.

All three support tickets were closed, but the original problem remains unresolved.

Throughout this process, I have repeatedly contacted Xfinity support, followed the agents' instructions, visited stores, and contacted Assurant directly.

I still physically possess both trade-in phones and have been ready to return them. The delay was caused by the unresolved shipping-label issue, not by my unwillingness to complete the trade-ins.

I am also concerned that the original trade-in deadline has now passed due to these repeated delays.

Importantly, Xfinity representatives previously confirmed in writing that the promotional trade-in values for both devices would remain protected while this issue was being resolved. I have preserved those conversations, along with a guarantee/notes confirmation number covering both devices.

What I am requesting:

• Escalation to Corporate Mobile Escalations or Executive Resolutions, rather than another standard support ticket.

• A safe and verifiable way to return both trade-in devices, with shipping records correctly associated with the corresponding trade-ins.

• Written confirmation that the full original promotional trade-in credits for both devices will be honored, despite the delays caused by this issue.

• A concrete resolution plan from a team authorized to coordinate with Xfinity Mobile and Assurant.

I am open to an alternative resolution if the original trade-in records cannot be corrected, provided that the full financial value of both original promotions is preserved.

I have retained the three ECM ticket numbers, shipping-label records, USPS tracking history, email correspondence, chat transcripts, and written guarantee confirmations. I can provide all supporting documentation privately to an authorized Xfinity representative.

I respectfully ask that this case not be marked resolved simply because the original shipping labels have been resent again.

I would sincerely appreciate assistance from someone who can take ownership of this case and help bring it to a proper resolution.

Thank you.