Visitor
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1 Message
Missing trade-in credits for two iPhone lines since 2024
Hello Xfinity Support,
I’m writing to express my serious concern regarding missing trade-in credits for two iPhone lines on my account. Despite following all required steps and successfully completing the trade-in process, the promised credits have not been applied, resulting in increased monthly charges and significant financial inconvenience.
Key Trade-In Details:
1. Line A
Offer Number: XTIP50350000315207
2. Line B
Offer Number: XTIP30050000315167
I have previously spoken with multiple support professional who confirmed the trade-in devices were received and approved on 09/15/2024. Every month when I call in for checking the trade in status, they apply credits for that month but the trade-ins are not yet realized.
A ticket has already been created and escalated internally: ECM0011014860. Numerous agents have contributed notes to the ticket, but no resolution has been provided.
I am formally requesting the following:
Immediate escalation of this issue to a higher-level support or executive resolution team
A full investigation into the status of both trade-in devices
Retroactive application of all missing trade-in credits, dating back to the approval date
Written confirmation of when the credits will be applied to my account
If the trade-in process cannot be fulfilled, I request that Xfinity cancel my lines and payment plans for the two iPhone 16s, and return my traded-in devices so I may move to another provider
XfinityNatalie
Official Employee
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64 Messages
11 days ago
Hi there, user_mmh73w.Thank you for reaching out to our XFINITY Community Forums. I am sorry to hear you are still experiencing an issue with not receiving your mobile trade in credits as expected. Rest assured, you have reached the right team that will make certain you are provided with a clear resolution.
Please 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.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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