Trade In Complaint

I am having a very frustrating experience with Xfinity regarding a trade-in that has still not been resolved after several months.

On November 24, 2025, I traded in my Apple iPhone 14 Pro (Space Black, 256GB) and ordered Apple iPhone 17 Pro through Xfinity Mobile. Xfinity emailed me a shipping label to return my old device. Xfinity customer service has reached out to me over the phone to check in about the activation on my new iPhone 17 Pro and when I asked about the device that I need to send back, they mentioned I could either drop it off at an Xfinity Store or ship it myself. With me going out of station during that week, I chose to drop off my old device at the Xfinity Store.

I went to the local Xfinity store on December 3rd 2025 and handed my iphone 14 pro and shipping label to the store assistant. She verified my device, made sure "Find My" was disabled, and confirmed that the device will be shipped. I checked with the store assistant later to realize my device was shipped on December 12th, 2025, as per the USPS tracking. After a few days, I received an email confirmation from Xfinity stating they received my iPhone 14 Pro, and the email even referenced the correct IMEI number associated with my device. However, shortly afterward, I received another email claiming "Find My" was still enabled, which could affect the trade-in process. This was incorrect. I had disabled it at the store in front of the store assistant who verified it. I even confirmed with Apple that "Find My" was disabled and communicated this to Xfinity Support. 

Despite this, when my first bill was generated I did not receive the trade-in credit that was supposed to be applied. Each time I contacted Xfinity Customer Service over the three months I was told: My iPhone 14 Pro had been received, it had been accepted, and the credit would appear in the next bill.

After multiple tickets, calls and waiting, I suddenly receive a shipment from Xfinity containing an Apple iPhone 13 (Starlight, 128GB) a device that does not belong to me and was never sent by me. When I contacted customer service again, I was told Xfinity never received my iPhone 14 Pro and that their records show an iPhone 13 was sent instead. This makes absolute no sense for several reasons:

1. I received an email confirmation from Xfinity saying they received my iPhone 14 Pro, including the correct IMEI.

2. Multiple Xfinity agents confirmed over the phone that my device had been received and accepted.

3. The local Xfinity store confirmed they shipped my device using the label I provided.

4. Now I am being told the wrong device was received, and I have been sent an unrelated iPhone 13.

At this point:

• I no longer know what happened to my iPhone 14 Pro
• I have an iPhone 13 that does not belong to me
• I am not receiving the monthly trade-in credits. 
• Xfinity Support continues to open new tickets and close them and transfer me between teams without resolution.

I can provide all the evidence associated with this issue and request the correct Xfinity team to reach out to me so I can provide all the evidence directly to the team. If it does not get resolved here, I might have to file a formal complaint with the FCC, as Xfinity, being an entity, failed to solve the issue, and I am being penalized for their mistake.