Don’t Believe the Promos – $700 Trade-In Credit per iPhone 12 Pro Max Denied (Phones Shipped Back with No Communication)

Roy from Oak Park, IL (60304).

I traded in two iPhone 12 Pro Max toward two new iPhone 17 Pro Max with a promised $700 credit each (total $1,400).

I shipped the old phones promptly using the provided labels. They arrived late at Assurant through no fault of my own. Assurant then shipped both phones back to me with no note, no explanation, and no tracking update.

I contacted Xfinity Mobile support (chat with agent Shreya on April 9 around 5:11–5:18 PM). She confirmed the late arrival and directed me to Assurant (1-855-884-9771). The call went to AI, which had no record and dropped.

Xfinity is now refusing the full $700 per phone credit. I’m stuck paying full price on the new devices plus my $73 internet + ~$80 for two Premium Unlimited lines.

I have:

•  Photos of the returned phones in good condition

•  Original promo details showing $700 each

•  Chat logs with Shreya (including IMEI numbers)

•  USPS tracking from original shipment

Requesting escalation to Mobile Escalations or Executive Resolution Team for a goodwill exception on the full credits. This feels like a system designed to deny promotions due to processing delays customers can’t control.

Any help appreciated. Thank you.