Missing trade-in since October 2025

It’s now March 2026 and I’ve traded in 3 phones for my switch over to xfinity from T-mobile in September 2025. Been a Comcast customer for 15 years and now trying their mobile service. I received the new phones in October 2025 and sent them to xfinity soon after. Two of the three phones were assessed and given credit in November. The third one was “on its way”. I waited until late November to contact customer service. Summary of my phone calls:

November 2026- was assured that the trade in will come in. I trusted the service rep. 
Devember 2026- was told that the trade in was in house. Customer service rep said he will get the trade in to Assurant for evaluation. 
January 2026- customer service confirmed the phone in warehouse and initiating an investigation. I received an email that investigation was “resolved”. 
February 2026- still being charged for missing device. Trusting that the investigation was processing. 
March 2026- was told that I have to file a complaint to USP since device not in warehouse. I told them it was USPS and I used the label xfinity gave me. Xfinity will file an investigation, but if USPS cannot find my trade in, I will be responsible for the new iPhone given to me. The investigation deadline will be March 27, 2026. 
Meanwhile, I’m still being charged every month for the next 20 months for a phone I shouldn’t have to pay for since my trade in is missing. Oh, and they congratulated me for being a Diamond member. Yay!