Xfinity Lost Trade-In Phone & Has Given Me the Run-around for 3 Months Despite Proof of Delivery

I have been trying to resolve a Xfinity Mobile trade-in issue for over 3 months, and it has turned into a complete customer service nightmare. Right now this feels less like customer service and more like a stall-until-the-customer-gives-up strategy. 

In January 2026, we switched from AT&T to Xfinity Mobile and traded in two phones for two iPhone 17 Pro Max devices.

We followed every instruction exactly as provided by the Xfinity store on Geary Street in San Francisco:

• Shipped both trade-in phones separately using Xfinity’s prepaid labels
• Mailed both phones via FedEx on January 30, 2026
• FedEx tracking shows BOTH phones were delivered and signed for on February 3, 2026
• I have all shipping receipts and tracking documentation and screen shots of online chat conversations.

One trade-in processed correctly and credits were applied.

The second phone has been a disaster.

For months, the online account showed:
“Waiting for device.”

Now it says:
"It looks like you missed the deadline to send us your trade in, so you won't receive the offer amount." 

I have spent COUNTLESS hours:
• On the phone with support
• Using online chat
• Visiting Xfinity stores in person
• Being transferred to supervisors
• Getting disconnected
• Being told the issue was “escalated”

NOTHING ever happens.

I also have screenshots and emails showing:
• Representatives confirming the phone was received
• Representatives saying it was “under review”
• Tickets being opened and then immediately closed as “resolved” when absolutely nothing was resolved
• Promises that “someone will contact you” — and nobody ever does

At various points, I’ve been told this is:
• A FedEx issue
• An Assurant issue

It is neither of those.

FedEx confirms the phone was delivered and signed for. Assurant directed me back to Xfinity.

At this point, this appears to be:

1. Poor internal tracking

2. A broken trade-in system

3. Customers being stuck with charges because of backend failures

What I am asking for is simple:
• Honor the trade-in for the second phone
• Have someone actually investigate this issue instead of passing me between departments

I did everything required of me. Xfinity lost the phone.

I have been patient and respectful throughout this entire situation, but after months of runaround and zero accountability, this has become unacceptable. 

NEW INFO

I was on with customer service again and it was brought to my attention that despite having received an email that one trade in was completed, and a credit applied to the bill, that is NOT the case. I am being charged full price for both phones. So - Xfinity has my property, gave me false/misleading information and is now giving me the run around on correcting their mistakes.