Trade in Not accepted Scam

Purchased a new phone on7/24/25 with Xfinity with the trade in offer. The offer stated I would get $830 back for my old device in billing credits. I was emailed by Xfinity that I would receive an email for instructions to mail in my phone. I never got the email Which was supposed to be from Assurant. I looked on my Xfinity Mobile account under devices and printed my shipping label, mailed in my old device 7/31/25. This is 1 day after I received my new phone. I tracked my old device to make sure it was being shipped in a timely matter and was delivered 8/12/25. I never received an email from Assurant once again, that my phone was received or being evaluated. I checked my Xfinity account once again on 8/14/25 that my phone was rejected to a IMEI Mismatch and would be returned to me. I know that the phone had 2 IMEI #'s and the number I provided was correct. I contaced Xfinity they said to call Assurant and the number was 1-855-884-9771. This is an automated line and does not give you any options and hangs up if your phone number isn't in their system. Which mine was not. I called Xfinity back on 8/15/25 and stated the situation again, upon further investigation when they contacted Assurant directly, they said the rejection was now damage to phone and I would need to provide photos of my perfect condition phone prior to shipping. I happen to take pictures of all my shipped items so luckily I am able to protect myself. I had to go into an Xfinity store to provide the photos and they uploaded them to a #[Edited: "Personal Information"]. I was told all I need was the photos and they would provide the credits. However when I called the same day, they said it would take a while to approve. I only have until August 22, 2025 for the offer to expire. The fault clearly lies with Assurant, Xfinity's business partner, and their lack of communication and honestly with the process. I am asking Xfinity make good on the trade in promise and provide $830 credits immediately.

*8/30/25 I am playing phone tag with an executive resolutions member at Xfinity who is not available when I call and leaves messages 30 min before their shift ends.  I am on the west coast and their hours are eastern time.  Also My Fed Ex tracking link for old phone being shipped back showed up on my account, however the link is dead.  Still no rejected trade in phone after 3 weeks.

This is what was filed with BBB and then I will proceed with State Attorney's office in WA State.  Xfinity is also being investigated for similiar cases in other state with Attorney General's Office.  It's a pain but if enough people go through these offices maybe Xfinity will change their policies and follow through with their promised offers.