1 Message
Assurant trade in
In October 2024, I purchased a new iPhone 16 pro max. There was a $200 off Xfinity rewards offer so I took advantage of it. It also said I can send my phone in for a check in the mai. I was offered $350. I submitted for the credit/check. I did not receive a shipping label right away so I went into a store and they had one emailed. I shipped the device as soon as I got the label. The package was received 2 days later. I was told later on could take 3 weeks to get the check. It has been over month and a half. Spent 1 1/2 hour on phone with support. The person could not find any info about this. I gave him the RMA # and asked him to look up the original order transcription. Eventually, I was instructed by chat to call Assurant (the company handling the trade-ins) “Please contact the Assurant team at 1-855-884-9771. They will surely assist you with the details.” I called the number and it seems that it’s for the mobile care/claims. I was told by the Assurant person, that I need to talk to Xfinity about it and he transferred me to Xfinity. Now I feel like I’m getting the run around and I am out my device or $$$ I was offered. Anyone figure out how to track with assurance? Xfinity support unless it looks like. I even asked for supervisor to escalate.
Pattty1
New Poster
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16 Messages
5 months ago
We are having the same issue. The customer service is terrible.
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XfinityArmand
Official Employee
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2.1K Messages
5 months ago
Hi there! Thanks so much for taking the time to reach out to Xfinity Support @user_tmch5z! We are so glad to hear from you and happy to assist in any way that we can to address your service concerns. No worries! You have reached out to the right team to assist in getting things ironed out for you. So that we can get started, please feel free to shoot us a private message with your details, and we will get right on this.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" 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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user_m2y6ew
Visitor
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1 Message
8 days ago
Literally just happened to me. The person who sold me on moving to xfinity mobile said my S10 would be a $450 credit. I just checked my billing credits and it says my phone was rejected because the paperwork does not match my phone. I told the guy I had an S10, he put down S8 in the paperwork. I even used the online assistant to tell them the paperwork was wrong before I mailed the phone. They said that as long as the Serial number matched it did not matter. Now I was give the Assurant claims phone # which has nothing to do with trade ins. I am getting the run around and I already moved my whole family to xfinity. This whole process has been horrible and my family hates me as we have had many technical difficulties with 2 phones already. I would tell anyone to stay away from xfinity mobile. I wish I had stayed with tmobile.
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Utahimesama
Visitor
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1 Message
2 days ago
I just came across this while looking for information on how to search for information on my iPhone trade-in. My circumstances are a bit different, but my experiences have been similar. I needed a new phone, so I waited and ordered the iPhone 16e when I realized it would be coming out. I had originally wanted the iPhone 16 but thought I'd wait for the latest phone, especially since I'm not using it for pictures. Anyway it came, I set it up and sent out my iPhone 13, which I was trading in ... but the 16e I received didn't work. I had weeks of trying to work with associates via online chats - resetting network settings, erasing and downloading new Esim cards, only for the phone to stop working a few hours later. It was a major issue too, days when I couldn't make or receive calls. One time I was nearly stuck while out shopping because I couldn't make any calls or access data to use my Uber app.
Finally, I decided to go in person to the Xfinity store and exchange my phone for the iPhone 16. I'm disabled and have frequent joint dislocations, and I need to have a phone at all times in case of an emergency. At this point, I had done 4 separate chats for tech support to fix my brand new phone, and none of them had worked. I had been up past midnight the night before and was determined to leave the store with a working phone. But I had a horrific experience where I spent hours with a very condescending employee. He didn't want to help me from the start, and became annoyed when he tried to use the phone, but it wouldn't work correctly. After that, he offered to exchange it, but then couldn't figure out how to do it because I had a pending trade-in offer. My visit was completely unsuccessful, and ended up with him telling me to go to Apple to get an iPhone 16 to then use as a bring-your-own phone.
So, in the end, instead of saving $300 with my trade-in, I had to buy a $800 iPhone 16 and pay off the useless $500 something 16e, to have a working phone. And now I'm left wondering what has happened to my trade-in iPhone 13. It was supposed to be canceled back in March, but I never got any emails or contact about it at all. I know it was being processed. Is there a way to find out about this? Or am I also losing out on any money for the trade-in ... because at this point, I'm questioning both your employee's training and your company's business practices. It should not take me 2 months to have a working phone or get my billing issues resolved.
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