Xfinity Trade-In Disaster: Same Device “Received, Not Received, In Transit” – $700 Credit Missing

I’m posting here because support has completely failed to give me a consistent or honest answer, and this situation is getting out of control.

I traded in my iPhone 14 Pro Max after upgrading, and:

• Feb 24, 2026 – I shipped the device via USPS using Xfinity’s provided label
• Tracking #: [Edited: "Personal Information"] (I have full proof)

Since then, I’ve contacted support multiple times and received completely contradictory answers:

• March 1 – Told I would get an update within 2 hours → never happened  
• Same day – Told device NOT received
• March 4 – Told device WAS received and credit will apply  
• March 16 – Told device was received AND graded successfully, credit confirmed
• • Ticket opened: [Edited: "Personal Information"]
• Later the SAME day – Ticket was DENIED with no explanation  
• March 28 (today) – In one single chat I was told:
• • Device not received
  • Device still in transit
  • I may not get credit
  • Contact USPS
  • Go to a store

Then a new ticket was opened:

• [Edited: "Personal Information"]

At this point, I’ve been told:

• Received
• Not received
• Graded
• In transit
• Approved
• Denied

All for the SAME device.

This is not a delay — this is a complete breakdown in communication and system tracking.

What I need:

• A clear answer: was the device received or not?
• A proper investigation using my USPS tracking
• My $700 trade-in credit applied immediately
• Explanation why my approved ticket was denied

I’ve spent weeks following up and repeating myself. This shouldn’t be this difficult.

If anyone from Xfinity can actually resolve this instead of repeating scripts, I would appreciate it.