Visitor
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2 Messages
Xfinity Trade-In Disaster: Same Device “Received, Not Received, In Transit” – $700 Credit Missing
I’m posting here because support has completely failed to give me a consistent or honest answer, and this situation is getting out of control.
I traded in my iPhone 14 Pro Max after upgrading, and:
- Feb 24, 2026 – I shipped the device via USPS using Xfinity’s provided label
- Tracking #: [Edited: "Personal Information"] (I have full proof)
Since then, I’ve contacted support multiple times and received completely contradictory answers:
- March 1 – Told I would get an update within 2 hours → never happened
- Same day – Told device NOT received
- March 4 – Told device WAS received and credit will apply
- March 16 – Told device was received AND graded successfully, credit confirmed
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- Ticket opened: [Edited: "Personal Information"]
- Later the SAME day – Ticket was DENIED with no explanation
- March 28 (today) – In one single chat I was told:
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- Device not received
- Device still in transit
- I may not get credit
- Contact USPS
- Go to a store
Then a new ticket was opened:
- [Edited: "Personal Information"]
At this point, I’ve been told:
- Received
- Not received
- Graded
- In transit
- Approved
- Denied
All for the SAME device.
This is not a delay — this is a complete breakdown in communication and system tracking.
What I need:
- A clear answer: was the device received or not?
- A proper investigation using my USPS tracking
- My $700 trade-in credit applied immediately
- Explanation why my approved ticket was denied
I’ve spent weeks following up and repeating myself. This shouldn’t be this difficult.
If anyone from Xfinity can actually resolve this instead of repeating scripts, I would appreciate it.
XfinityEricB
Official Employee
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3.3K Messages
29 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" If necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil 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
An "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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thecomposer10
Visitor
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1 Message
16 days ago
[Edited: "Language"]! I can’t believe I found this post! I’m dealing with the same issue with them right now, and I think our cases are tied together. I dropped off an iPhone 14 for trade-in on February 24th. I used the provided label, but USPS appears to have scanned it incorrectly as a different tracking number — the one I now see was on your label.
The package has been lost, and the tracking for the label they gave me never showed up in the USPS system. As for the tracking on your label, you probably already know that it’s completely messed up and nonsensical on USPS’s site — probably because the system thinks two packages with the same number were scanned in. After many calls to USPS and Xfinity, I’ve had an open case with Xfinity for several weeks now, also in search of my trade-in credit. Their customer service has given me the run-around multiple times and told me conflicting information. It’s been incredibly frustrating.
(edited)
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