Skip to main content
user_3jiyty
1st Topic
1st Reply

Visitor

 • 

3 Messages

Friday, August 21st, 2026 7:35 PM

They won't credit my trade in

I have switched services to xfinity since 2025 and I had nothing but issues. I ended up getting 2 more lines back on sep/2025 and I trade in 2 phones I received the trade email confirmation and now they are telling em I owe them and that I need to pay them and I got hit with a 2700dl bill and my lines are now disconnected. I have called and been in the phone for more than 7 hours at the time and I keep getting told I need to pay 

Question

 • 

Updated 

2 days ago

25

2

0

Oldest First
Selected Oldest First
XfinityEmilyB

Official Employee

 • 

3.1K Messages

3 days ago

 

user_3jiyty Thank you for posting on our community forum, so we can look into these trade in promotions. Did the devices meet the requirements for trade-in? When you received the confirmation Emails, what grade were the phones given by Assurant? 

 

0

0

user_3jiyty

Visitor

 • 

3 Messages

3 days ago

I received emails saying my trade ins were accepted and it shows the amount that u was going to be credited per device. I can provide email for each device.

3

0

XfinityEmilyB

Official Employee

 • 

3.1K Messages

 

user_3jiyty Perfect, I'll collect all the necessary information to open a ticket and my Executive Xfinity Mobile team will investigate this further. 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.
How to Send Us a Direct Message: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. 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 as Best Answer.tick

Like

Reply

3 days ago

0

user_3jiyty

Visitor

 • 

3 Messages

It won't let me. I need this issue resolved ASAP. I have submitted a claim to the fcc and going to the bbb and then attorney general.

Like

Reply

2 days ago

0

XfinityDemitrius

Official Employee

 • 

2.9K Messages

Thanks for letting us know you’ve submitted a complaint @user_3jiyty. Once a regulatory complaint (such as FCC, BBB, or similar) has been opened, that concern is routed to a specialized team for review and handling. Because of this, we’re unable to continue assisting with that specific issue here, to avoid overlapping efforts or conflicting updates. The appropriate team will reach out to you directly using the contact information provided in your complaint within the stated timeframe on your complaint. We appreciate you choosing Xfinity and hope you have a great week ahead.

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 as Best Answer.tick

Like

Reply

2 days ago

0

forum icon

New to the Community?

Start Here