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nagesh22
1st Topic

Visitor

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3 Messages

Wednesday, August 27th, 2025

Phone Trade In & Billing Issues

Hi Team,

I am unable to find the Direct Message icon on my profile, so I am posting my question here in the forum.

I have been using Xfinity for the past 9 months after switching from T-Mobile, and I now regret that decision. Despite multiple follow-ups with the Xfinity team and several visits to both the Xfinity Mobile Store and Corporate Office, I am frustrated by the poor service and customer support I have received. I am reaching out here in hopes that my issue can finally be resolved.

Please review my account "[Edited: "Personal Information"]" for more details. I have two lines on this account. During the Thanksgiving offer in November 2024, I visited the Xfinity Store where an executive explained the offer to me. I opted for the offer by trading in two phones: an iPhone 13 Pro Max and a Samsung S22 Ultra. Both devices were eligible for a trade-in offer worth $1,000 each. In exchange, I received two new iPhone 16 Pro Max devices.

However, starting in November, my billing statements began showing device payments of approximately $46 per device. I have followed up multiple times, visiting both the corporate office and Xfinity stores, and have filed complaints. Despite this, no resolution has been provided. I was advised to check with the store where I purchased the plan, but they were also unable to help. Multiple tickets have been created, and the corporate office has been contacted, but as of August 2025, I am still being charged these device payments.

To make matters worse, I have lost my original phones—the iPhone 13 Pro Max and Samsung S22 Ultra. I believe Xfinity made an error or some miscalculation on my account, yet I continue to pay for these device payments. The company later upgraded my plan with the promise of device payment credits on my billing statements, but those credits have never appeared.

I am hoping you can assist me with this issue. If not, I may have to consider taking legal action and filing a complaint with an attorney.

Thank you for your time and assistance.

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2 days ago

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XfinityJustinC

Official Employee

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1.6K Messages

3 days ago

Hello, @nagesh22 thank you for reaching out over Xfinity Forums. Sorry to hear about the ongoing issues with the Xfinity Mobile device discounts, and would definitely like to help get a resolution and had a question when you have time to answer. From experience, when trading in a device to receive the credit to be applied to a device payment plan. The old phones need to be sent to Assurant (our trade in partners), when you were upgrading to the iPhone 16 devices where your old phones sent to Assurant? 

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nagesh22

Visitor

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3 Messages

@XfinityJustinC​ 

Yes, both of my devices have been sent to Assurant, and I have received confirmation from them as well. Could you please navigate to my account and check the trade-in details? The message has been clearly updated, and they have accepted the devices, offering $1000 for each device.

This is the message I see in my account:
"Your trade-in has been accepted! A trade-in credit will be applied to your monthly statement."
This applies to both devices.

I have also visited the Xfinity Store and Corporate Office. However, someone at the store has messed up my account, and as a result, I ended up losing $2000 for both devices.

 

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2 days ago

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XfinityJustinC

Official Employee

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1.6K Messages

@nagesh22 I appreciate the confirmation that the devices where sent to Assurant, that is very helpful. We value your account security when working with us over Xfinity Forums, so any account specific information we don't want to have here in our public conversation. 

I'd definitely like to look into this further and would need you to send a direct message. Reviewing the first sentence on your initial reply, I see you weren't able to locate the icon. You'll want to ensure you're logged in the Xfinty Forums, and the icon should be in the upper right-hand corner next to Bell icon and your profile. 

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

 

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.
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2 days ago

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nagesh22

Visitor

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3 Messages

@XfinityJustinC​ 
Requested Details have been shared via Direct Message.

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2 days ago

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XfinityJustinC

Official Employee

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1.6K Messages

@nagesh22 thank you for sending the direct message, I was able to locate that and will follow up with you there to investigate the Xfinity Mobile device payment issue further. 

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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2 days ago

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