Wrong phone received — exchange denied as “past timeline” even though I tried multiple times (need policy exception)

Hi Xfinity Support/Community Team,
I need help with an Xfinity Mobile order fulfillment error and a policy exception.

Issue: I received the wrong phone (wrong model/variant) compared to what I ordered.

What happened:

 • Order date: 12/02
 • Delivery: 12/08
 • Phone ordered: IPhone 17 pro max blue
 • Phone received: IPhone 17 pro max orange
 • IMEI/serial on box/phone received: 9826
 • Attempts to exchange (Xfinity store + phone/chat):
 ◦ 12/08, 12/11, 12/20 — store visit (location: Fremont)
 ◦ Multiple times after receiving as well as before visiting store — called supporT
Now I’m being told it’s past the timeline, but I tried to fix this multiple times and Xfinity was unable to process the exchange. During my recent call with one of the representatives (name: Stef, employee number: 100579714) told me in order to process the exchange I’ll have to ship the trade in phone. So i have also shipped the trade in phone.

Resolution requested (one of these is fine):
 1 Exchange the wrong device for the correct one (policy exception), OR
 2 Return the wrong device and cancel/undo financing + refund any taxes/fees paid + send my trade in phone back to me.

I can provide full account/order details privately—I’m not posting personal info here. 
Please advise next steps and, if needed, have a specialist reach out to complete the correction.

Thanks