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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_b023b5
Visitor
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2 Messages
2 months 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
21 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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7 Messages
20 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_16oz45
Visitor
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1 Message
15 hours ago
Hello, I am having the same issue. My device was shipped 10/08/2025. I have followed all proper steps and contacted all channels several times, but I just keep getting sent around with not help on resolving the issue. I have all proper documentation. I am also wondering who will resolve this. Also, when I typed the IMEI on Assurant website to file a claim, it shows that another phone number is using it.
(edited)
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user_yc60ed
Visitor
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1 Message
5 hours ago
I also have the same dilemma. This should have been between Xfinity and USPS already. Been to the store, showed them the receipt as proof that the phone was sent already and gave me a ticket number. After 2 more ticket numbers that by the way closes on their own, I haven’t had any feedback from those tickets. Which means, I need to contact customer support again, tell the story again and be given a ticket number that may close on its own without an update. And I am now paying way more than my supposed bill. We have surrendered the phone in good faith and yet we are suffering consequences to something that we are not at fault.
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