Multiple Issues with Trade in after 2 months

I am requesting executive escalation regarding an unresolved Xfinity Mobile trade-in.

This issue has now been ongoing for approximately two months.

I submitted my device trade-in per Xfinity’s instructions. However, now I'm being charged $600 for keeping such device. I NEVER received the email to send in my trade-in.

Two support tickets were opened and later closed without resolution, or any type of contact from Xfinity.

(Customer service also told me I have trust issues for letting them know I do not trust resolution after the 1st ticket)

I have not received the promised trade-in credit, nor a written explanation for denial. Standard support has been unable to resolve this.

I am requesting immediate manager/executive review and one of the following outcomes:

• An email with the appropriate shipping label
• Immediate application of the full trade-in credit
• An equivalent account credit
• Or a written final determination explaining the denial

Please escalate this to the Executive Resolution Team for prompt handling.