My trade in device to Xfinity has been lost in transit

I am in the exact same boat, shipped an S24 back to Assurant using the provided labels on 10/14/25 and the last update was in TX on the 22nd saying arriving late. The support staff is sending me in circles and i finally got a half answer that if the phone is lost or stolen enroute, the credit goes away and obviously you don't get your old device back. I still owed some money on that device so now not only am I responsible for the full price of the Xfinity phone but now the phone that was only stolen because i trusted Xfinity to handle the trade in.

I originally initiated a trade-in that included two devices:

• iPhone 14 Plus

• iPhone 15 Pro Max
  ...to receive two new iPhone 16 Pro Max devices.

However, upon receiving my returned iPhone 14 Plus, I contacted your support immediately to understand what went wrong. After several phone calls and an in-store visit, I was informed that your system had incorrectly registered two iPhone 15 Pro Max devices for trade-in, instead of the correct 14 Plus and 15 Pro Max.

Resolution Offered:

After multiple conversations and no timely resolution, your support informed me that the only solution was to start a new trade-in process, for which I was given:

• A new device (iPhone 17 Pro Max)

• A $400 trade-in credit
  ...but under the condition that I return the iPhone 16 Pro Max and keep the iPhone 14 Plus.

This “solution” has forced me into an unfair situation where:

1. I am now responsible for reselling my iPhone 14 Plus on my own.

2. I have paid approximately $350 in taxes and installment payments for the iPhone 16 Pro Max, which I now must return.

3. The $400 “discount” you applied toward the iPhone 17 Pro Max is being framed as a trade-in for the 16 Pro Max.

Key Issues:

• The initial trade-in error was not my fault.

• I was not offered a real solution to the error, but rather pushed into a new full-payment plan for a different phone.

• I lost the trade-in value I should have received for my iPhone 14 Plus and 15 Pro Max, especially the expected $700 credit.

• I paid real money ($350+) for a phone I no longer even possess.  
  
  So in assume I got rejected traide in, huge wasted time and a brend new phone for full price because of some employee mistake... That's crazy.

@Xfinity Support How’re you even doing business with such horrible customer experiences everywhere ? Could you please offer a solution to our case ? 

user_vk97 thank you for using the Xfinity Community Forums page to reach out regarding your trade in device and promotional credits. I know that I would also want to fully reap the rewards of my promotional offer as well. Please send me a direct message with your full name and complete service address to get started.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message. 

Additionally, I am unsure why these transit delays and/or losses are being imposed on the Customer, especially since the Customer did not have a choice in selecting the shipping carrier or method. In my case, I had two calls regarding a similar situation. I traded my S23 Ultra with Xfinity for an iPhone 17 Pro. I shipped a phone on October 16th, the same day I received the new phone (Xfinity needed to receive it by November 6th), and it's still showing as "in transit" as of November 12th. 

During both calls, I received a somewhat scripted response from the Xfinity Representative that when they receive the phone, they will grade it at that point, and I will receive a monthly trade-in credit. Until then, I need to continue paying the full DPP every month, which is reflected in my last Bill. Again, they did not have any idea what would happen if they never receive a phone. 

I had a very good experience with Xfinity over the past 13 years. But in the last 3 months, I had two incidents and experienced the worst of my life. 

1. I need to spend 10 hours in a week just to get my phone returned, which was promised at the time of sale — a 14-day return policy with no questions asked. 
2. I spent a considerable amount of time on a call with Xfinity, and the matter is still ongoing regarding trade-in credit.

Same! I would love to know those answers. FRUSTRATING!!

I'm having the same issue. I used USPS on Sept 22nd with the supplied shipping label.

Sept 28th is stopped updating and shows "In Transit to Next Facility, Arriving Late" 

Who can I talk to @xfinity to get this resolved? $1000+ trade in credit and now im stuck paying full price for this new Iphone.