Visitor
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3 Messages
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.
XfinityAldrik
Official Employee
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2.5K Messages
1 day 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_o11z9m
Visitor
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2 Messages
15 hours 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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