Urgent Escalation Requested — $600 Trade-In Credit Denied Despite Phone Delivered Before Deadline

Subject: Urgent Escalation Requested — $600 Trade-In Credit Denied Despite Phone Delivered Before Deadline

I am requesting assistance from Xfinity's Executive Customer Relations or an escalation specialist regarding an unresolved $600 iPhone trade-in credit.

I recently upgraded two mobile phones at an Xfinity retail store. As part of the transaction, my iPhone 14 qualified for a $600 trade-in credit, provided the old phone was returned by October 17, 2026.

Unfortunately, Xfinity's trade-in return process failed repeatedly, and despite my efforts to comply with the deadline, my account now incorrectly indicates that I missed the return deadline.

Here is exactly what happened:

1. After upgrading the phones, I was told I would receive an email from Xfinity containing instructions for returning my iPhone 14. That email never arrived.

2. As the October 17 deadline approached, I located a return QR code in the Xfinity app and took the phone to a USPS location. Unfortunately, USPS was unable to scan the QR code.

3. While physically at the USPS office, I contacted Xfinity Mobile customer support. The representative attempted multiple times to email me a replacement QR code or shipping instructions. None of those emails arrived, despite repeated attempts.

4. Eventually, the Xfinity representative verbally provided the shipping address: 1401 Lakeway Dr, Suite A, Lewisville, TX 75057. Following those instructions, I prepared a shipping label and mailed my iPhone 14 through USPS on October 7, 2026.

5. USPS tracking confirms that the package was delivered on October 13, 2026 — four days before the October 17 deadline.

6. Despite this confirmed delivery, the Xfinity app now states that I missed the deadline and that my trade-in phone was not received. Consequently, my $600 promotional trade-in credit is at risk.

My attempts to resolve this issue have been extremely frustrating.

I have contacted Xfinity Mobile customer support more than 7 times, frequently spending around 40 minutes on each call. Each time, I am asked to repeat the same information, but no one appears able to take ownership of the issue or provide a resolution.

I have spent more than 5 hours trying to resolve a problem that originated with Xfinity's own return process.

I believe the issue may be that the trade-in processing facility received my phone but could not associate it with my account because I was forced to use a handwritten shipping label instead of Xfinity's generated return label.

I am requesting the following:

• Escalation to Xfinity Executive Customer Relations or a specialist authorized to resolve trade-in disputes.

• An investigation with Xfinity's trade-in processing partner, Assurant, using my USPS tracking number, delivery date, and iPhone IMEI to locate the delivered device.

• Correction of the erroneous missed-deadline status.

• Restoration of my original $600 trade-in promotion, subject to the original trade-in conditions.

• Assignment of a case number and a representative who will take ownership of this matter and provide a written resolution.

I have USPS tracking documentation confirming delivery and can provide the necessary account and transaction details privately.

I shipped my phone following instructions provided directly by Xfinity Mobile support, and USPS confirms it was delivered before the deadline. I should not lose a $600 promotional credit because Xfinity's email and shipping-label process failed.

I would greatly appreciate a response from an Xfinity employee who can escalate this matter to the appropriate department rather than directing me back to general telephone support, where I have already spent countless hours without a resolution.

Thank you.