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user_7l50ik
1st Topic

Visitor

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2 Messages

Tuesday, February 24th, 2026 4:39 AM

1 of 3 Cell Phone trade ins lost

I mailed three iPhones in for a trade in to get new phones.  All three were dropped off at the same time and two of them have been processed and credits applied.  One of the phones (an iPhone 14 Pro) is showing as "not yet shipped" by the USPS.  It was taken directly by a Postal worker along with the two others that was verified received.  How do I check if Xfinity received my phone?  I started a missing mail investigation from USPS with no luck. I think Xfinity has my phone and has not processed it.

Please help!

Question

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Updated 

4 days ago

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Accepted Solution

XfinityKassie

Official Employee

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2.4K Messages

10 days ago

 

user_7l50ik Good morning, and thank you for reaching out to our Xfinity Forums Team for assistance with your device. I'd be happy to take a look at your account, and get you in the right direction for getting some answers. When you get a moment, please send a Direct Message with your name, and service address. I look forward to working with you today! 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

 

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user_7l50ik

Visitor

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2 Messages

@XfinityKassie​ Thank you for reaching out.  After I submitted this question, it was immediately found and my trade in accepted.

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4 days ago

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XfinityRichard

Official Employee

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3K Messages

@user_7l50ik You are most welcome! I'm happy to hear that your trade in was accepted! Are there any other questions or concerns I can assist you with today?-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 days ago

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