Visitor
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1 Message
Customer service
I was offered to trade in my current device for a new device, I was told that since I’ve been a loyal customer for many years I will be provided a free unlimited device insurance as a gift when I do the trade-in. When it came down to it I was told that Xfinity doesn’t offer such a thing and that I have $19 charge on my bill for device insurance every month. I don’t understand why I was promised something that doesn’t exist. I was lied to even though in double checked with the agent on the phone multiple times to be sure I understood him correctly, he assured me that yes indeed I will begin getting a complementary unlimited device insurance for being a long term loyal customer. Xfinity either do what you promise or don’t promise anything at all.
XfinityFrank
Official Employee
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2.1K Posts
21 hours ago
Hi there, @user_rpzz47! Thanks for reaching out to us here on the Community Forum and sorry to hear about this misinformation. We do not have anything that provides free unlimited device insurance at this time. We can review the interaction and make sure to pass the information along to the appropriate folks and help you to remove the feature if you wish. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
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