Trade-in case marked "resolved" with no credit applied, "empty box" claim disclosed only after the fact

In February 2026, I initiated an upgrade on my Xfinity Mobile account and shipped the trade-in device (iPhone 13 Pro Max) on March 2, 2026 using the prepaid USPS label provided by Xfinity Mobile. USPS tracking confirms delivery to the Assurant PO Box in Lewisville, TX on April 3, 2026.

No trade-in credit has been applied. I have contacted Xfinity Mobile support multiple times over the past two months and was repeatedly told to wait. On May 20, 2026, I received an email stating my case had been "resolved" and that further details would follow. No credit appeared and no follow-up email was sent. On May 26, 2026, after over an hour on the phone being transferred between departments, I was told for the first time that the trade-in allegedly arrived as an "empty box." This was never previously communicated in writing or verbally, and no formal adjusted offer was provided as required by Xfinity Mobile's published trade-in policy.

Requesting escalation to the Executive Resolutions team.