Phone trade in

So I sent my phone trade in August 5th and USPS says it's arriving late since August 12th. Today is the 24th. It was supposed to be received by the 22nd for me to get the 450 dollar trade in credit. I'm worried that it is lost and now I won't get my credit either. Any help would be appreciated.

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XfinityThomasA

Official Employee

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3K Messages

3 months ago

Hello, and thank you for choosing Xfinity, tbeary17! Our team would be happy to help. I see you've sent us a Direct Message and we can continue there. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. This is just a heads-up for next time, and I look forward to helping out here.

- XfinityThomasA

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user_d2w99q

Visitor

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1 Message

1 month ago

Good luck to you. My phone was received Aug 22 as seen on my tracking slip but they still won’t acknowledge receiving it and are now charging me for it. I have called so many times I don’t even know what to do. Every time they say 24-48 hrs to remove the charge and it’s not.

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XfinityBillie

Official Employee

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3.7K Messages

user_d2w99q This is definitely not what we want for our valued customers. I would love the opportunity to help you resolve your billing concerns. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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29 days ago

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user_3ve925

Visitor

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1 Message

15 days ago

Same here. I sent my trade in phone in on 11/3. i have a confirmation receipt from USPS. Xfinity site doesn't even acknowledge it's been shipped, let alone received and under review. I was supposed to have it in by the 17th which is coming up, so I am 100% sure not only will I not get the rebate but my phone is in their hands and on a shelf, stolen from me. I can't find a phone number to call and I don't have any interest to deal with the AI chat window as all it will do is look up status and see if's not been shipped, so I have just been resigned to pay the $140 extra I was supposed to have been rebated.

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XfinityJeff

Official Employee

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413 Messages

Good morning @user_3ve925, and thanks for posting on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the trade in, I know when you sign up for a promotion and send in your trade in, you want to make sure that you are getting that promotion credit towards the new phone. You have reached the right team that can take a look at this for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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13 days ago

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Devices

tbeary17

Phone trade in

XfinityThomasA

user_d2w99q

XfinityBillie

user_3ve925

XfinityJeff

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