Unable to exchange new iPhone

I recently purchased an iPhone 17 Pro from Xfinity Mobile online and would like to exchange it for an iPhone 18 Pro.

I first visited an Xfinity Store, where the exchange could not be processed. The store opened a ticket requesting a return label. After receiving no update for several days, I called Xfinity Mobile Support because I was concerned about the 14-day return window.

After multiple attempts and approximately 1.5 hours on the phone, the representative was unable to resolve the issue. I was told that an error was occurring because the trade-in associated with the original order is still pending. The representative directed me back to the store to request what she described as an “unsolicited return.”

I have now spent several hours in the store and on the phone simply trying to return or exchange the phone.  I need help returning the iPhone 17 Pro, clearing or transferring the pending trade-in, and purchasing the iPhone 18 Pro with the current $400 upgrade promotion. Please also confirm that my original in-store request protects my eligibility under the 14-day return window.

The iPhone 17 Pro was shipped on September 11, 2026.