Xfinity-provided USPS label — $700 iPhone missing for months, multiple cases closed without resolution

I am hoping someone from Xfinity’s corporate support team can finally help resolve this.

Several months ago, I returned an iPhone worth approximately $700 using the prepaid USPS return label provided by Xfinity. I followed Xfinity’s return instructions exactly. I did not choose the carrier, purchase the postage, or select the shipping method — Xfinity provided the USPS label.

USPS tracking confirms that the package entered the USPS system, but the phone became stuck/lost in transit and I never received the approximately $700 credit I was supposed to receive.

The most frustrating part is that I did not wait months to report this problem. I contacted Xfinity repeatedly while this was happening. I was told more than once to wait because the phone or credit could still show up. Multiple Xfinity cases have been opened regarding this issue and then CLOSED even though the issue was never resolved and the credit was never received.

Now, months later, I have been directed back to USPS. Because so much time has passed while I was following Xfinity’s instructions and attempting to resolve this through Xfinity, the normal USPS claim period has expired.

Most recently, I again requested that this be escalated. I was initially told there was nothing further that could be done and that I needed to return to the Xfinity store. Only after continuing to insist on escalation was additional information taken and I was told someone would contact me.

I also contacted the Xfinity store. I was told that even speaking with a manager probably would not help because I had not purchased insurance on the package.

That makes absolutely no sense to me.

Xfinity provided the prepaid USPS label. I used the label exactly as instructed. I did not choose the shipping service, and at no point did Xfinity tell me that I needed to purchase additional shipping insurance on a return being shipped with Xfinity’s own prepaid label.

I have been an Xfinity customer trying in good faith for months to resolve this through the normal channels. At this point, I have spent far too much time being transferred, told to wait, redirected between Xfinity and USPS, and watching support cases get closed without the underlying problem being resolved.

I have the USPS tracking information and the previous Xfinity case numbers and can provide them privately to an authorized Xfinity representative.

I am asking an official Xfinity corporate support representative to take ownership of this case, review the USPS tracking and the history of the previously closed Xfinity cases, and escalate this to the appropriate Xfinity Mobile Escalations team.

I am simply asking Xfinity to honor the approximately $700 value/credit for the iPhone that I returned using the prepaid shipping label Xfinity provided.

If this cannot be resolved through Xfinity’s corporate support team, I am prepared to pursue the matter through the appropriate consumer complaint channels. I would much rather give Xfinity one final opportunity to resolve it directly.

Please have an official Xfinity representative contact me through private message so I can provide the tracking number, case numbers, and account information.