Xfinity store lost my iPhone trade-in and I’m not receiving my trade-in value

https://x.com/incog_ss/status/1870295503348592889?s=46&t=UcwokBWxS7lv9wjtc7kMGw

Following up here as well as it has been a nightmare dealing with the Xfinity store and the store manager. I traded in my iPhone 11 when purchasing an iPhone 15 Pro from an Xfinity store. The store took my phone and never sent it into their warehouse (Assurant). I didn’t find out about it for months as I had submitted tickets asking for the credit, but they kept getting denied and I had to wait a month or longer each time as the escalation teams did their research. Finally around May/June of this year, the store staff acknowledged they their previous staff had lost my phone. In the subsequent months, there were more tickets submitted adding more detail to my situation. The most recent ticket from last month (ECM0010265321) was submitted by the store staff, acknowledging that they had lost my phone and requesting credit for me. Again, the escalation team denied my request saying that they didn’t have evidence of receiving my iPhone trade-in. Of course there will be no evidence of this because the phone was never sent to the warehouse!

Earlier today, I went in person to the store again to ask for help from the store manager, as I had a customer account rep on the line who wanted to speak with the store manager directly. The store manager was exceptionally rude and unhelpful, and told me he couldn’t remember the details of my situation (he was lying, he was just annoyed and unwilling to help after seeing me in the store multiple times trying to resolve this issue). When I told him I had evidence of his staff acknowledging they had lost my phone (recorded previously on my iPhone), he called security and kicked me out of the store even though I had asked for his help calmly and was causing no issue. Presumably he felt threatened by my presenting him evidence, and he felt I was calling him out. I had a nice chat with the security guard outside of the store, and he felt the manager’s behavior was ridiculous. The security guard even suggested I report the store manager to Xfinity corporate after hearing my side, and walked back into the store to get the manager’s name on my behalf!

Do you find this treatment of customers by a store manager acceptable? And do you usually deny trade-in credit when your store is at fault for failing to send in a trade-in phone?