Unsolved trade-in issue

                                         DISPUTE DETAILS

9/13/25-  AT THE LIVERMORE CA. Xfinity store: we decided to switch to Xfinity mobile after 20 years with Verizon. We purchased three new phones during the promotion of $1100.00 trade-in value for eligible phones, all three our trade-ins were eligible.

This dispute is regarding the trade-in of a iPhone 13 Pro Max 256 GB, phone number [Edited: "Personal Information"]. IMEI number [Edited: "Personal Information"] for the purchase of the 17 Pro Max(blue). Xfinity is saying they have never received the Pro Max 13 so they will not post the monthly credits that would total $1100.
Below are the details and proof Xfinity did receive the phone at the Tennessee facility and that was due to their error. Along with all the attempts of customer service reps to correct the error.

Prior to shipping, I already had numerous issues trying to print the labels Xfinity sent in a link for trade-ins. Manager at the store tried to print them and even he wasn’t able to. 
Finally able to print two of the labels. Used them to ship the iPhone 13 Pro Max and an I phone 15. The trade-ins for the two new IPhone 17’s. One in blue and the other in orange.
See attachment for shipping label issued by Xfinity.  EXHIBIT 1

9/25/2025 - Went to the local Fed Ex and shipped the IPhone 13 Pro Max and a iPhone 15 using the labels issued by Xfinity. The labels somehow designated each phone, so even though it was to the same address, they went in separate boxes. They were sent to an address in Mount Juliet, Tennessee. They were supposed to go to a company called Asurion in Texas, not to a facility in Tennessee!!  This error is because of the label issued by Xfinity was incorrect. To find out later, all trade-in phones are to go to a company, Asurion,  in Texas. This being our first experience with Xfinity mobile we had no idea and didn’t recognize the error in the label.

9/29/25 - The two phones arrived at the Mount Juliet, TN. 
Both packages were signed for by [Edited: "Personal Information"]
The FedEx tracking number for the disputed phone, the iPhone 13 Pro Max, is [Edited: "Personal Information"]
The delivery has already been confirmed by Xfinity with FedEx many times!

As of the first billing cycle, neither of these two trade-ins were receiving the trade-in credit. That was the beginning of reaching out to customer service to correct the billing and give us the trade-in credits.
Have had multiple calls with customer service representatives since October 26, 2025. You will see from the hours and hours of phone calls that appear on the logs attached. EXHIBIT 2a 2b
Customer service phone lines ending in [Edited: "Personal Information"] and [Edited: "Personal Information"]

For over six months and a total of 17 hours on the phone, I have been trying to solve this issue through customer service.
Each and every customer service representative apologized and insisted they could fix this problem. 
When they realize they don’t have the authority, they would say they will escalate it. They honestly thought it would get done. What I have learned is the level that the issues were being escalated to have no contact with or availability to a customer. 

Below is the list of people whose names I have and dates I spoke to them.

On or about 10/6/25- Spoke to Aria, she said it would get taken care of and the trade-in will be applied to my account. She created a ticket # [Edited: "Personal Information"].

10/17/25- NO resolution yet - called and spoke to TIN. He insisted he could take care of it created a ticket #[Edited: "Personal Information"] will escalate the matter. HE SAID THEY HAVE THE PHONE.

11/17/25 - no resolution yet- called and spoke to Katelyn. 
Kaitlyn assured me she was sending a request to her supervisor and she would take care of it.
She verified that both packages were received on 9/29/25. 
Kaitlyn created a ticket number [Edited: "Personal Information"]
By the end of that day. My son’s iPhone 15 trade-in value showed up on our Xfinity account.

11/26/25- No resolution yet- with regard to the 16 Pro Max phone number ending [Edited: "Personal Information"], which is the subject of this dispute. 
I called and spoke to Sophie who insisted she could fix this problem, that it was their fault and would call me in 10 days by December 3 to give me an update. She said they have the phone. I never heard anything from her.

1/7/2025 - no resolution yet- called back and spoke to Amanda on the Mobile Care Team. Insisted she will escalate the matter. It will be taken care of.

1/26/26 - no resolution yet- called and spoke to Reza on the mobile care team. Said Assurant never received the phone. I know that!! It is in TN! It is not my responsibility to get that phone from Tennessee, where it was sent incorrectly because of an incorrect label issued by Xfinity and get it to Texas. This is the worst customer service imaginable. 
Ended the call with Reva because he was clearly not qualified and just upsetting me.

1/26/26 -Called back later in the day and spoke to Billy “Live to Line” department that afternoon. Seem to be from an upper level, but not someone who could make the decision to put the trade-in credit through. 
Apologized profusely said it would get taken care of and put a note on the existing ticket that I will call every month the credit doesn’t show up and they will post a $49 credit until it’s done automatically. Why do I have to call every month and tell them to post the 49 credit? I’m already due!! 
I called billing in April and spent a while on the phone and was told the supervisor would take care of it and post the credit and that never happened!!

4/3/26 - no resolution yet- spoke to Mac. He thought he could fix the problem. Ends up insisting this was all FedEx’s fault?!!! 
It had to be on the account notes, that it has been verified numerous times by Xfinity that the phones were delivered to the Tennessee facility.
Told me to reach out to FedEx. Poor customer service, not that any of it has been great as far as a resolution but at least people have tried. I think he was just trying to get rid of me.

4/4/26- LAST ATTEMPT - called and spoke to Bob. 
He created a ticket for Tennessee to send the phone in dispute (iPhone 13 Pro Max) to Assurion in Texas. Then they could initiate the 1100.00 trade in credit.
According to him, he could see the phone was at the warehouse in Tennessee!!! I asked if he could send me something showing that, but he said there was no way to do it
He created a ticket number for the phone to get shipped to Texas. #[Edited: "Personal Information"].