Trade-in credits lost. AND billed $1K for a phone that was exchanged and returned.

From the beginning my switch to xfinity mobile has been nothing but a headache... which is turning out to be an expensive one.

1. Bought two new iPhones using a trade-in promotion. Bought online through the xfinity website.

2. Mailed in the two trade-in phones.

3. Exchanged one of the new iPhones for a different model. (This "process" took about 5 hours of time dealing with support.)

4. Mailed the exchanged phone back using the provided Fedex return label.

5. Received emails stating I wouldn't receive trade-in credits due to my old trade-in phones not being received. (Tracking confirms they were.)

6. Called support, assured I would receive these credits for the trade-ins and that they were received.

6. Received email stating I'd be charged for the exchange phone since it wasn't received.

7. Contacted support, spoke with a supervisor who researched and said I had nothing to worry about, I would not be charged.

8. Billed $900 for the full price of the returned phone.

9. Contacted support about the $900 charge. Waited one hour for a supervisor who I could never get. Opened another ticket...

10. Still no credits received for two trade-in iPhones. Now they no longer show up on my account.

I've spent a dozen hours on the phone dealing with the exchange and then the subsequent problems. 

I'd simply cancel and move on, but at this point I'd be out the value of the two phones I traded in (about $800 if I sold them locally) and likely the price of the exchanged phone that was returned. That's a $1700 hit on a move I made to try to save some money on our monthly mobile bill. The worst part? My wife wanted to stay with Verizon. So now I get to hear about that. ;)

I'm feeling pretty helpless at this point. Any thoughts on what I can do? Getting a front-line supervisor on the phone is no easy feat. I don't know how I could get someone higher up who has the power and hopefully the desire to resolve this for me.

Any help is appreciated.

Erik