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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3.6K Messages
2 months 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.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
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user_b023b5
Visitor
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2 Messages
1 month ago
Have they given you a solution? The exact same thing happened to me, and they were already charging me for the phone.
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user_9qfk6h
Visitor
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1 Message
3 days ago
Hi, I’m currently having the exact same issue and have had 0 support from Xfinity. Already charged the full bill with no credits and there seems to be no end in sight. Is there any resolution to this?
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BobOoh
Visitor
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2 Messages
2 days ago
You contact the SHIPPING COMPANY for shipping problems as it was them that lost it.
Xfinity has no idea what was even in the box you sent if lost, so need to get a payment from USPS I think. How can Xfinity credit
you anything for something they dont even really know you sent until someone sees what is inside.
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user_b6zotb
Visitor
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1 Message
1 day ago
I've been going through the same exact issue since October 2025, and it's been [Edited: "Profanity"]. In my case the package got to Texas, where Assurant is located, and "never" left the warehouse. If yours got stuck in the Fort Worth, TX area, it's safe to assume that it was stolen from someone there. Unlike what BobOoh claims (respectfully), it is not your fault as the customer that Xfinity/Assurant decided to use USPS Ground Advantage shipping and applied absolutely no insurance in case issues like this occur. Perhaps if Xfinity/Assurant allowed you as the customer to add insurance to the package then you would hold some liability but that is not the case here. You did your part as the customer in shipping the phone back for your trade in credits, and they as a business are liable for whatever happens afterward. This is a billion dollar company we're talking about. They can cover the cost of insuring their trade in's up to a certain $ amount or fronting the cost if issues arise.
Don't bother going through the Xfinity customer service chat. I've had Xfinity CSR's literally lie to me, both on the phone and through chat, that my "trade in's have been recieved and are pending review", or "don't worry we're going to have someone review your case now and the credits will be in your account by Monday morning". The first rep I spoke with opened the case incorrectly in October. I didn't find this out till late November after persistantly contacting Xfinity for updates They also closed the case the original case and never notified me that it was closed and what the results were. The rep ended up opening a new case under the proper category which basically restarted this whole mess of a process. Over a month later they close the new one without resolution and I'm back to square one. These reps will do and say anything to keep delaying the issue, so Xfinity can continue collecting money from you for their services. Don't allow them to do that. Also, don't bother contacting Assurant as they will just send you back to Xfinity's customer service, and USPS will just give you the same update that they're "diligently searching for your package and will contact you with updates as soon as possible".
Since you already opened a missing package case with USPS, your next step should be marching into your closest Xfinity Store, speaking to a manager there, and threatening to cancel all Xfinity services if they cannot find the proper solution to your issue. In my case, I was asked to give them a week (which will be this Friday) to go through the appropriate channels on their end to get my issue situated. According to their manager what often happens in cases like this is the regional Xfinity branch will end up providing a lump sum payment to your account. I'll believe it when I see it, but I am hoping for the best.
If not, then so be it. I will cancel all services with them, eat the cost of the phone, and make sure I never do any business with them in the future. Thankfully we're getting municipal fiber where I live, so as far as I'm concerned, Xfinity is no longer worth the headache. As for cellular services, look at Visible Mobile. They are owned by Verizon, and their plan prices are comparable to Xfinity Mobile.
(edited)
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