Visitor
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1 Message
USPS lost trade-in phone package
I recently switched from T-Mobile to Xfinity and purchased an iPhone 17 Pro Max by trading in my iPhone 14 Pro Max for $1,100 in credits. On November 3rd, I shipped my trade-in device to Assurant using the USPS label provided. Unfortunately, the package was delayed at a USPS location for several days and no status update.
As a customer, I fulfilled my responsibility by sending the trade-in device. However, when I contacted customer care, I was told that Xfinity is not responsible for the lost package and I need to check with USPS. I went to the USPS and they want me to wait for 15 days and raise for lost claim.Missing Mail Search Request Initiated on Nov 14th.
My first bill has already been generated without the credits, and I’m concerned that I won’t receive the promised amount.
Who is accountable for this situation, and what happens to my credits? xfinity customer service team informed me that I will be charged the full amount if the package is not received, which is very concerning.
XfinityRay
Official Employee
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3.4K Messages
9 hours ago
Hi there, @user_tmb23d! Thanks for reaching out! We are glad that you joined Xfinity Mobile and are happy to further help with the device stuck in transit. We have a ticket we can open to check on the shipment and open a claim with USPS if needed. The package does need to arrive and the device graded in order for the credits for the trade in to apply to your bill. It is normal to take 1-2 billing cycles before you see them.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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