Unresolved Trade-In Credit for iPhone 11 Pro Max – December 2024 Promotion

I am writing to formally address an ongoing issue regarding a trade-in promotion from December 2024.

At that time, I participated in your in-store promotion offering $800 for my iPhone 11 Pro Max. I traded in two phones at the store, including an iPhone 11 Pro Max, for which I was told I would receive $800 in monthly credits toward my new device.

Unfortunately, the store representative failed to properly submit the paperwork for one of the phones—the iPhone 11 Pro Max. This led to Xfinity being unable to locate the device in your system. Despite repeated calls, I was told the phone could not be found, and I was being charged full price for the new phone that was supposed to be covered by the trade-in.

After weeks of confusion and follow-up, the missing iPhone was finally located in February 2025, yet no action has been taken to apply the monthly credits I was promised or to return the phone. Instead of resolving the issue, your team changed my mobile plan, which only made the situation worse and further complicated my billing.

As of today, I am not receiving the $800 credit, and I have not had the phone returned. I am respectfully requesting that:

The original trade-in promotion credit for the iPhone 11 Pro Max be honored in full, retroactive to the original date.
Any billing discrepancies related to the device payments be corrected.
If credit cannot be applied, the device be returned to me immediately.

Please investigate this matter urgently and advise me on how it will be resolved. I am happy to provide any documentation or further information needed.

Responses

XfinityQuemekia

Official Employee

•

275 Messages

10 days ago

Hi there @rick1972 thanks for reaching out to our Xfinity Community with your concerns with your trade in. I'm sorry to hear about your experience, it seems like this has been extremely time-consuming.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

rick1972

Visitor

•

3 Messages

how do I send a direct message to your team???

10 days ago

XfinityQuemekia

Official Employee

•

275 Messages

@rick1972 To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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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10 days ago

rick1972

Visitor

•

3 Messages

I’m reaching out after just speaking with another Xfinity team member regarding the trade-in promotion from December 2024. Unfortunately, I was informed that Xfinity will not honor the $800 trade-in credit for my iPhone 11 Pro Max. I was told this is a corporate decision, which is extremely frustrating, especially considering the circumstances.

As you can verify, I traded in my phone in-store, but the employee there failed to file the necessary paperwork, which led to months of confusion. To correct this, another Xfinity employee changed my plan, supposedly to fix the issue—but that only made things worse.

Now, I’m being told I have to pay for the new phone I received in the trade-in, but Xfinity won’t pay me for the phone I gave up. This feels very one-sided and unfair.

Even more concerning, Xfinity had previously issued monthly credits, which indicated acknowledgment of the mistake. Now, suddenly, those credits have stopped, and I’m being told the situation is final. To add to the frustration, I can’t switch to a different plan now or in the future until the balance on the phone is paid off.

It’s hard not to feel taken advantage of. A mistake caused by Xfinity employees has now become my financial burden. I respectfully request that this situation be reviewed once again by someone with the authority to make it right.

10 days ago

Customer Service

rick1972

Unresolved Trade-In Credit for iPhone 11 Pro Max – December 2024 Promotion

XfinityQuemekia

rick1972

XfinityQuemekia

rick1972

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