Visitor
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1 Message
Trade-In Promo Escalation: Package Lost in Transit by USPS (Pre-Paid Label)
My device was mailed within the required promotional window using the Xfinity-provided prepaid USPS label. I have a post office receipt proving the initial acceptance scan, meaning the device was successfully surrendered to the carrier.
USPS tracking shows the package is lost in transit. Because Xfinity/Assurant purchased the corporate shipping label, they are the Shipper of Record. As the customer, my contractual obligation ended the moment the carrier scanned the package at drop-off. I am legally unable to file a USPS insurance claim myself.
I need a Tier 3 Mobile Escalations Specialist to review my tracking number and receipt, initiate the internal USPS label claim on Xfinity's behalf, and manually apply my promised promotional credits.
Tracking Number: [Edited: "Personal Information"]
Device IMEI: [Edited: "Personal Information"]
XfinityAbby
Official Employee
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1.2K Messages
9 hours ago
Hello @user_8typp6 thank you for reaching out on our community forum! I can understand how frustrating it is when a package gets lost, especially with your trade in device. I would be happy to look into this for you.
Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us:
For an example of how to send us a direct message, Check out this link
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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