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Briank22
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Thursday, January 22nd, 2026 11:56 AM

Trade in devices lost by Xfinity Mobile

I decided to trade in my devices back in late November to take advantage of the $1100 trade-in offer. I shipped the devices back Via the labels provided to me by Xfinity Mobile through the United States Postal Service. I was able to track that those devices were delivered on December 16. After a week of no account activity, I called in and was assured by the reps that everything would be fine and my credits would be applied by my next bill. I was still persistent and called back every week. About a week and a half ago I finally got an agent on the line who discovered that while one of the devices was delivered on December 16 the other device was still showing in transit. The fact that the one device was delivered, doesn’t necessarily matter because Xfinity still does not have record of receiving or reviewing that device. I’ve been in lingo with no credits applied and have been pending a response from an escalated ticket for over a week and a half. This is absolutely absurd at this point. Luckily, I have my receipt showing that I shipped these devices and took photos of the phones going into the boxes. Dealing with phone support has been an absolute nightmare. I have spent hours of my time on the phone. I will likely never trade-in with Xfinity again. I’m actually debating leaving Xfinity altogether because of this. Hoping this can be resolved soon. 

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3 days ago

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XfinityJanelle

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8 days ago

Hey @Briank22 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your trade in. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.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
• Press Enter to send it

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Briank22

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Since you asked.. no, my issue is still not resolved. The “advanced team” closed out my ticket earlier this week & said someone would be contacting me to provide an update… no one contacted me. After I reached out to a completely inept representative with the billing department who clearly couldn’t handle the complexity of the situation she said she’d transfer me to the advanced team. That transfer was unsuccessful. Xfinity support through this forum has now told me that someone from the corporate escalation team would contact me within 24-72 hours. Could Xfinity make their team structure any more confusing? Is this team different from the team that incorrectly closed out the previous ticket without resolution? Nobody was able to answer that question either. I’m starting to wonder if the Xfinity reps even know. The bottom line here is that I traded in my phones EXACTLY as I was instructed to by Xfinity. I did all of the right things by following up within 2 weeks & then every 5-7 days thereafter. My concerns were constantly dismissed by your customer care representatives until finally one took me seriously enough to dig a little deeper. That representative created the ticket that was pending for nearly 2 more weeks that was just erroneously closed out & I still have no resolution, just a ridiculously inflated bill & 2 devices that I own that were essentially stolen from me by Xfinity. Again, I have a receipt proving that I mailed the devices as instructed, with the label provided by Xfinity (not my choice of shipper). I have photos of the devices in the boxes as well. If your team doesn’t step up & resolve this issues ASAP I will be contacting the FCC, Florida Attorney General, BBB, etc.  From researching these forums I can see there are plenty of other customers that you're doing this to. I promise you, I’m the one that’s crazy enough to make an example of your company. The way this has been handled is completely unacceptable. It’s been 2 months now! 

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