Xfinity Mobile LOST My Trade-In Phone After Confirming They Had It for Months — Now Blaming USPS

I switched from T-Mobile to Xfinity Mobile in September 2025 and purchased 2 iPhone 17 Pros under a promo that gives ~$1,000 in monthly credits per device over 24 months when trading in 2 iPhone 13 Pro Max devices.

I followed their instructions exactly:

• Shipped both phones in separate boxes
• Used the prepaid labels provided by Xfinity
• Dropped both packages at USPS on Oct 3, 2025

Here’s where the nonsense starts.

Trade-in status

• Phone #1: Trade-in credit started normally.
• Phone #2: Stuck on “waiting for device.”

So I called Xfinity.

What Xfinity told me for MONTHS

From October through January, multiple reps told me:

• “We have the device.”
• “It’s just waiting for review.”
• “We’ll fast-track it.”

I called more than once. Same story every time:

• They had the phone.
• Just under review.

Suddenly in January…

At the end of January 2026, the story magically changed.

Now they say:

“We don’t have the device. You need to contact USPS.”

So let me get this straight…

For 3–4 months, you told me you had my phone.
Now that credits should be applied, suddenly it’s “missing” and it’s my problem?

Store visit disaster

A local Xfinity store opened a support ticket on Jan 23, 2026.

The ticket was:

• Closed the next day (Jan 24)
• Marked “resolved”
• ZERO explanation
• Issue not resolved

That’s not support. That’s just closing tickets to make metrics look good.

 

The real issue

This is not a USPS issue at this point.

• I used Xfinity’s labels
• Shipped exactly as instructed
• For months, Xfinity confirmed they had the device
• Only when credits should apply, the device “disappears”

This looks like:

• Poor internal tracking
  or
• A broken trade-in system
  or worse — customers being forced to eat $1,000 because of backend failures

 

What I expect

I want:

1. The trade-in for the second iPhone 13 Pro Max honored
2. The monthly credits applied retroactively
3. Someone at Xfinity to actually investigate instead of passing me between:
4. • Phone support
   • Stores
   • USPS

I did my part. Xfinity lost control of this process.

Right now this feels less like customer service and more like a stall-until-the-customer-gives-up strategy.

If anyone from Xfinity Mobile support actually monitors this forum — fix this.