Trade-in credit ($2,200, two devices) never applied after more than a year; request for Mobile escalation team

I started Xfinity Mobile service in Sept 2025 with a trade-in offer for two devices. On Oct 2, 2025 I shipped both devices and received an Xfinity email saying they were in transit. More than a year later I have not received the credit.

I have been told at different times that the devices were in transit, that they were received but not yet logged at the warehouse (March 2026, ticket [Edited: "Personal Information"]), and that they were never received. Xfinity has opened 5-6 tickets, each with a promise of resolution. In Sept 2026 I visited my local store and emailed the requested documents to the store manager. They were not uploaded, and my latest ticket [Edited: "Personal Information"]) was closed for "missing documents." A promised escalation and new ticket never happened.

I have also filed complaints with the FCC and BBB. I would like to resolve this directly and ask that the Xfinity Mobile escalation team review my case. I'm happy to send my details by direct message. I also have the October 2025 Xfinity email showing the devices in transit and can send it by direct message.

Thank you.