Visitor
•
1 Message
I am writing to formally dispute charges applied to my account related to an IPhone trade-in
A trade-in that was mishandled due to incorrect instructions provided by your agent.
Here is the summary of the facts.
1, I mailed one Iphone 14 256 GB as part of a trade-in promotion in November 2024.
2. I was contacted because Find My IPhone had not been disabled on the device. I was explicitly told by your representative to have the phone return to me , disable the feature and mail it back to you-- and that the return/trade-in deadline would not be issue.
3. I folllowed these instructions exactly. I disabled Find My IPhone and sent the phone back.
4. Xfinity then began charging me the full device cost, claiming deadline had passed. When I called the dispute this, nobody took care of the issue, All agents hang up the phone. Every agents put some weird information about the case.
5, I didn't want to deal with the reps anymore and paid full price cost and requested that my daugther's IPhone14 be returned to me since the trade-in was being denied and i already paid for the new IPhone . They said they cannot return it.
This is unacceptable. I acted in complete good faith based on the direct instructions of your reps. I should not be financially penalized for following advice given to me by XFinity Staff. I am requesting the following:
1. Immediate reversal of all trade-in related charges on my account.
2. The return of my daugther's IPhone 14 256 GB , or full trade -in credit for it.
3. A written conformation of the resolution.
imei [Edited: "Personal Information"]
Trade=in Offer Date: 11/20/2024
if this is not resolved promptly, I will be filing complaints with the FCC, The FTC, and California Attorney General Consumer Protection Office, as well as disputing the charges with my bank, I will also be sharing this experience through public review channels.
XfinityRay
Official Employee
•
3.9K Messages
12 days ago
Hi there, @user_oyiisy! Thank you for reaching out about the trade in. I appreciate all the details you provided so we can be on the same page. We always want your billing to be correct!
There are timelines with trade-ins. Our system will remove the promotion if it shows the requirements were not met. There are circumstances from time to time, where an agent has to fix a promotion or deal. I understand you have reached out previously and tried to do just that. I will need to access your account so we can look at all the information and turn this around. You are in good hands with our team!
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
0
0