Trade In Phone Rejected But No Return Tracking

My husband and I both traded in our iPhone 14 Pro for iPhone 17 pro as part of a promotional deal. His trade in was successful but my trade in was rejected due to “Apple IPHONE 14 128GB Equipment Mismatch“. It’s unclear why it was rejected as the phone matched the IMEI in the return form. Xfinity online support told me to bring my old phone into the store to process the trade in.

It’s now been 2 months since I initially submitted the trade in and there is still no tracking information from Xfinity on returning my old phone. The return link on my trade in page takes me a fedex site that states “Unfortunately we are unable to retrieve your tracking results at this time. Please try again later.” When should I expect to receive my old phone back? I have already paid for two billing cycles without the promotional credits applied.

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user_1r0zo5

Visitor

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3 Messages

6 days ago

@Xfinity Support is there someone that can help me locate my rejected trade-in? The trade-in phone is an iPhone 14 Pro and I'm concerned that xfinity has lost of trade-in device. It was well packaged in excellent condition and originally purchased from xfinity mobile.

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XfinityBillie

Official Employee

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3.7K Messages

user_1r0zo5 Thank you for reaching out to us today over our Xfinity Community Forums! Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

I absolutely understand how concerning it would be to have a trade in rejected and then never receive the phone back. It's important to me that our team help you further with this concern. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
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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5 days ago

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user_1r0zo5

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3 Messages

@XfinityBillie thank you, I have sent multiple messages in a Direct Message to xfinity support but have not yet heard a response. Can you please look at my DM?

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4 days ago

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XfinityRay

Official Employee

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3.5K Messages

We have replied to your direct message and are happy to look into this, @user_1r0zo5.

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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user_1r0zo5

Trade In Phone Rejected But No Return Tracking

user_1r0zo5

XfinityBillie

user_1r0zo5

XfinityRay

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