Trade in rejection due to false serial number mismatch

On January 6, I shipped my old iPhone 14 Pro in excellent condition as part of Xfinity’s trade-in offer, which promised a credit of $800+. After waiting 21 days, I received an email stating that my trade-in was not eligible due to a serial number mismatch which is completely inaccurate. IMEI on my device does match the one I submitted. There are 2 IMEI numbers and the one provided to Xfinity is IMEI 2. 

After researching, I found that many other customers are facing the same issue. This feels like a scam, as I would never have upgraded my phone if I had known Xfinity would deny my trade-in under false pretenses.

To make matters worse, Xfinity’s email stated that my phone would be returned, but I have not received any tracking number or confirmation that it was actually shipped back. Where is the proof that my device is on its way?

I need an immediate resolution. Please honor the original trade-in offer. Xfinity customers should be aware of this issue before trusting these trade-in promotions.