URGENT: Unable to Return iPhone 17 Pro Because It Was Removed From My Account – Need Executive/Backend Support

I am posting here after spending approximately five hours speaking with multiple Xfinity/Xfinity Mobile representatives through phone support, chat, Mobile support, and attempting to resolve this at an Xfinity store. Unfortunately, nobody has been able to resolve what appears to be a backend account/order-system issue.

Here is exactly what happened:

I purchased an iPhone 17 Pro from Xfinity Mobile as part of a promotional offer where I was going to trade in my existing iPhone 13 Pro. The iPhone 17 Pro was originally set up on a 36-month device installment plan.

After receiving the iPhone 17 Pro, I transferred all of my data and service from my iPhone 13 Pro to the new iPhone 17 Pro. The new phone was activated and working correctly.

However, I also use a second SIM from an international carrier. I discovered that because the iPhone 17 Pro was purchased through Xfinity Mobile on an installment plan, the device was carrier-locked and I could not use my international SIM.

I contacted Xfinity Mobile specifically about unlocking the iPhone 17 Pro. I was told that I would need to pay off the phone in full in order for Xfinity to unlock it.

Based on that information from Xfinity, I paid the entire remaining balance on the iPhone 17 Pro.

Only AFTER I paid the device off in full was I informed that Xfinity has an additional policy requiring the device to have been activated for 60 days before it can be unlocked.

This was extremely important information that should have been provided to me BEFORE I was instructed to pay the device off. I did not pay off the phone because I wanted to convert my 36-month installment purchase into a full-price purchase. I paid it off specifically because I was told that doing so would allow the phone to be unlocked so I could use my international SIM.

Once I learned that Xfinity still would not unlock the phone because of the 60-day requirement, the iPhone 17 Pro was no longer useful for my needs.

I therefore decided to return the iPhone 17 Pro and keep my original iPhone 13 Pro.

I transferred my service and all of my information back from the iPhone 17 Pro to my iPhone 13 Pro. The iPhone 13 Pro is now my active phone again.

This is where the serious problem began.

After moving my service back to my iPhone 13 Pro, the iPhone 17 Pro apparently disappeared/was removed from the active device view on my Xfinity Mobile account.

Xfinity continues sending me a shipping label asking me to send in my old iPhone 13 Pro as the promotional trade-in.

I am NOT trading in the iPhone 13 Pro anymore. I am keeping the iPhone 13 Pro.

What I need to return is the iPhone 17 Pro that I purchased from Xfinity and subsequently paid off in full.

However, Xfinity representatives are telling me that because they can no longer see the iPhone 17 Pro on my account, their system will not allow them to generate a return shipping label for it.

I have also tried going to an Xfinity store, but the store cannot accept the return or resolve the backend issue.

So I am now stuck in an impossible situation:

• Xfinity sold me the iPhone 17 Pro.

• I originally purchased it under a 36-month installment plan with an iPhone 13 Pro trade-in promotion.

• Xfinity told me I needed to pay off the iPhone 17 Pro in order to unlock it.

• Relying on that information, I paid the iPhone 17 Pro balance IN FULL.

• Only after making the full payment was I told that Xfinity would still not unlock it until it had been active for 60 days.

• Because I need to use an international SIM, the locked iPhone 17 Pro does not meet my needs.

• I therefore transferred my service back to my iPhone 13 Pro and decided to return the iPhone 17 Pro.

• The iPhone 17 Pro subsequently disappeared from the active device view on my Xfinity account.

• Xfinity's system is now repeatedly generating a trade-in label for my iPhone 13 Pro instead of a return label for the iPhone 17 Pro.

• I am keeping the iPhone 13 Pro and therefore WILL NOT send it using the trade-in label.

• Xfinity representatives say they cannot generate a return label for the iPhone 17 Pro because they cannot see the device in the normal account view.

• The Xfinity store cannot process the return either.

• I have now spent approximately five hours going between Xfinity Mobile support, phone support, chat support, and the store without anyone being able to fix this.

This clearly appears to require someone with access to Xfinity Mobile's backend order/device system, rather than another frontline customer-service representative.

I am requesting that an Xfinity corporate/Executive Customer Relations or advanced Mobile support representative please take ownership of this case and do the following:

1. Locate my original iPhone 17 Pro purchase/order using the original order information and device IMEI/serial number.

2. Manually restore/reconstruct whatever order or device record is necessary, OR manually generate an RMA/return authorization and the CORRECT shipping label for the iPhone 17 Pro.

3. Record the date on which I originally attempted to return the iPhone 17 Pro so that I am not penalized or denied a refund because Xfinity's own system is preventing me from completing the return within the applicable return period.

4. Confirm that once Xfinity receives the iPhone 17 Pro, the full amount I paid to pay off the device will be refunded in accordance with the applicable return terms.

5. Cancel the pending iPhone 13 Pro trade-in transaction and stop generating shipping labels for the iPhone 13 Pro because I am keeping that device.

6. Confirm that I will not subsequently be charged or penalized for failing to send in the iPhone 13 Pro after the iPhone 17 Pro purchase is returned/cancelled.

7. Provide me with a case number and, ideally, one representative who can take ownership of this issue through resolution.

I want to emphasize that I am ready and willing to return the iPhone 17 Pro immediately. The problem is that Xfinity's system is preventing me from doing so.

I also do not want to send a several-thousand-dollar/expensive device using a shipping label that Xfinity generated for a completely different device and IMEI. I need Xfinity to provide the proper return authorization and shipping label for the iPhone 17 Pro.

Most importantly, I would like Xfinity to preserve my original return-request date. I should not lose my right to return the device simply because Xfinity's internal system cannot generate the appropriate return label.

I have made every reasonable effort to resolve this directly through normal Xfinity support channels and have already spent approximately five hours doing so.

Can an Xfinity employee from the corporate/Executive Customer Relations team or an advanced Xfinity Mobile backend support team please take ownership of this case and contact me through Direct Message?

I can privately provide the account number, original order number, iPhone 17 Pro IMEI/serial number, iPhone 13 Pro IMEI, payment confirmation, incorrect trade-in shipping-label emails, and any other information needed to locate the transaction.

For privacy reasons, I will not post IMEI numbers, account numbers, or other sensitive information publicly.

Thank you.