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user_grrvzy
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Wednesday, May 27th, 2026 12:55 AM

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.

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19 days ago

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XfinityAldrik

Official Employee

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2.6K Messages

22 days ago

Thank you for reaching out to us @user_grrvzy! I completely understand wanting an update after the device shows delivered on 4/3/26, especially after having a ticket closed on 5/20/26. 

Does the device show the trade-in is under review, accepted, or rejected? Here’s our official article on how to check the status of the trade in:
https://www.xfinity.com/support/articles/track-trade-in

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user_grrvzy

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3 Messages

Thanks. This is being handled by Executive Resolutions following my FCC complaint. No further action needed here.

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21 days ago

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XfinityAmandaB

Official Employee

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3.2K Messages

 

user_grrvzy No worries, let us know if you do need anything else, we are happy to help! 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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21 days ago

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user_o11z9m

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21 days ago

Hi I am expediting the exact same thing as you. I filed an FCC complain regarding not hearing a thing about my device? To be told that it’s too soon in my billing period, to then be told that my device arrived empty. This is just such a beyond frustrating experience that I wish I never considering swapping to xfinity for my mobile devices. I hope we get some sort of resolution as there seems to be a pattern going on here. 

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user_grrvzy

Visitor

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Same thing happened to me. Months of nothing, then they said it was too early in my billing cycle, then said the box was empty. Never put any of it in writing. This is completely insane, I can't even believe it. When they finally told me the box arrived empty, after so long and after they told me to keep waiting and that it was just standard processing, that basically closed any chance I had to file a USPS claim if it did actually arrive empty like they said.

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21 days ago

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user_o11z9m

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There’s definitely some shady stuff going on at that location. I traded in an iPhone 14 Pro Max, in its original box and everything. USPS can give you a detailed log of events if you go in person. I find it insane that they are holding us legible for a carrier THEY CHOOSE. Let me know how your investigation goes? I can comment the results from mine. I’ve been with xfinity for over 12 years and this probably will be the end for me with them depending on how this gets resolved. 

lastly Assurant is useless. One rep told me to contact them? I was told that they cannot provide any details regarding a trade in device. What a joke of company. 

(edited)

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21 days ago

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XfinityJustinM

Official Employee

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815 Messages

Yeah, assurant would not be very much help in this instance. They only handle concerns related to Xfinity mobile care. I apologize on behalf of the representative pointing you in that direction, @user_o11z9m. It sounds like you have already taken the best current path for escalation, our team can monitor the status of the ticket if you would like. Just send us a direct message with your full name and service address. 

To send a "Direct Message" to Xfinity Support:
 Click "Sign In" if necessary
 Click the "Direct Messaging" icon 
 Click the "New message" (pencil and paper) icon
 The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
 Type your message in the text area near the bottom of the window
 Press Enter to send it.



I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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19 days ago

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