Trade-In Device Mishandled — iPhone 14 Pro Max Returned but No Credit Applied and Poor Customer Support

Hi Xfinity Team,

I need help resolving an issue with my recent trade-in for a new iPhone 17 Pro through Xfinity Mobile.

I traded in my iPhone 14 Pro Max (256 GB, 10/10 condition), but the return and grading process has been full of confusion and misinformation:

• I couldn’t download the trade-in return label from the app, and even the store associate couldn’t access it.

• The associate offered to ship my device since the label wasn’t available. They verified the phone was in perfect condition (10/10) and shipped it, but it was later returned to the store due to missing account information.

• On 10/09/2025, I finally received a return label from Xfinity. Following the associate’s advice, I shipped the phone myself via FedEx, and it was delivered on 10/14/2025 to:
  XM CARE Xfinity Mobile Returns, 7806 Eastgate Blvd, Mt. Juliet, TN 37122.

• After that, every time I contacted customer service, I received a different explanation — first that the phone wasn’t delivered, then that it was under review, then that it went to the wrong department, and finally that it was “rejected in grading” for being in poor condition, which is completely inaccurate.

This is extremely frustrating. The phone was in excellent condition and inspected by the store associate before shipment. I followed every instruction given by Xfinity, used the official return label you provided, and ensured the package was safely delivered.

It’s unfair that I haven’t received my trade-in credit due to internal misrouting between Xfinity departments. I’ve opened tickets, made multiple follow-ups, and still have no resolution.

I’m requesting that Xfinity escalate this issue, confirm receipt and grading of my trade-in device, and apply the correct trade-in credit to my account.

Thank you for your attention — I really hope someone from the Xfinity Mobile support or escalation team can help resolve this quickly.