Visitor
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4 Messages
Trade in headache
Request to Xfinity applied offers.
- I never purchase a phone on credit; I always look for deals and pay in full to avoid debt.
- For several years, I have used the trade-in offer where you only pay the taxes.
- Last year, I went a Xfinity Store , and the representative told me that for the offer, I only needed to pay the sales taxes for the phone I was interested in—a Samsung Galaxy S24—and send in the Samsung Galaxy S23. So, I did the trade-in, paid the taxes, and the person who assisted me assured me that I wouldn’t have to pay anything else, just send the old phone.
I sent my phone and had to call them to have the trade-in credit applied, but they never did. Months passed, and I kept writing through the customer service chat, but they did nothing. Eventually, I called again and had to wait more than an hour on the phone, but they still didn’t solve the issue.
- I sent the old phone, but I later had to call to have the trade-in offer applied, and it seems it was applied incorrectly.
- I filed a claim over the phone, and after waiting about an hour, the representative told me I was correct. However, they also mentioned that I would receive a case response, which never arrived.
- As a customer of Xfinity for nearly 10 years, I prefer to go in person, but I feel scammed. This has happened before, where some sales representatives have added payments or plans that were not what they originally stated at the time of purchase.
- I went to Xfinity expecting good customer service but had the same terrible experience. I waited in line, and the employee was more interested in making me talk via video call with a tech support agent instead of reviewing my account. The tech support call had a lot of background noise from the speakers, making it hard to hear. After answering many questions and waiting for the employee to speak with their manager, my case was escalated. To my surprise, for the second time, I received a message with a case number on my phone, and about two hours later, another message saying the case was resolved—without any additional details, just “closed.” Since Xfinity seems to care more about protecting its poor customer service and misleading customers through dishonest agents.
- I have made four claims between phone calls and visiting the store, but on my Xfinity account page, the numbers for two of them are missing. I only have one case number on hand, and another one no longer appears in my system. I will be sending several photos related to the call I made in September, which lasted over an hour. Additionally, before that call, I had also contacted Xfinity support via chat, but they don’t always provide claim numbers.
- Now I have a terrible Xfinity internet plan that I haven't changed because apparently I can't cancel my service without losing this so-called deal that I've been trying to get for months.
- Can someone help me out or give me some advice? I'm so done with Xfinity that I'm actually considering canceling my nearly 10-year account because their customer service is just awful.
XfinityJon
Official Employee
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291 Messages
1 month ago
Good afternoon user_8hr6xi. I do want to thank you for taking the time to reach out through our Xfinity Community Forum. I can assure you, this is not the experience we want you or anyone to have. I will be more than happy to review your account and take a deeper look into this for you. I would need some additional information in order to look into this more.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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user_8hr6xi
Visitor
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4 Messages
1 month ago
I don't know why Xfinity's customer service keeps giving me the runaround with nonsensical things. I gave you a case number that I opened because they didn't apply the phone evaluation on time. I am filing a claim for the trade-in I did last year for the Samsung Galaxy S24. What you said in the last message has nothing to do with it; last year I went to Xfinity, did a trade-in, sent the phone, they said I only had to pay taxes, they found no problems with my account (I sent the Samsung Galaxy S22 in 2023 and the Samsung Galaxy S23 in 2024). So, what I'm claiming is for them to apply the credit from the last trade-in I made.
It's not fair that if Xfinity does something wrong in the system, they don't want to apply the credit to me and have charged me, as I showed you in the latest bills for equipment that I precisely returned and traded in. Furthermore, it's abusive that such a large company that has the tools to investigate abuses its power to take advantage of a simple customer like me. You know that if they credited me money for the Samsung Galaxy S22, it wasn't out of the goodness of their hearts; they know I sent the phone and the phones I use are always in perfect condition because I use a phone case, screen protector, wireless charger to avoid damaging the charging port, camera lens protector, and I normally keep the phone in my pocket. Therefore, you have ways to verify where the phone is being used or where it was sold through the cell phone's IMEI; you can confirm with Assurant company the condition of the phone, but I repeat: my claim is for the Samsung Galaxy S24 trade-in that they have charged me for when I paid the taxes in advance and the salesperson told me everything was fine with my account and I only had to send the phone.
Therefore, authorize the refund of the money you have unjustly charged me. I would like to close this case and I don't want to continue with the claims I have already initiated with the FTC and the Indiana Consumer Report. I haven't done anything wrong, just trusted Xfinity to do a trade-in, and I have countless hours lost claiming precisely something they promised me when I asked the salesperson several times. For God's sake, be more effective and fair in how you do things. I assure you that if I had known I was going to suffer all these headaches and waste of time, I would have preferred to keep my Samsung Galaxy S23 and buy whatever phone I wanted at Best Buy, so I wouldn't have to suffer all this Xfinity madness where every time a representative sees that I'm right, they look for a new excuse not to recognize that I did a trade-in for a phone and that they have charged me for a phone for which I should only pay taxes, send the Samsung Galaxy S23 (which was in perfectly good condition, as was the Galaxy S22) and which I did.
We have been Xfinity customers for about 10 years and I assure you that the only thing I would like to do right now is go to another company. Xfinity keeps looking for excuses not to fulfill their commitments. For God's sake, issue the refund for the months Xfinity have unjustly charged me and let's close this stressful situation, or if you want to keep going around in circles for no reason, then I will continue claiming what you promised me and what I am justly claiming.
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user_8hr6xi
Visitor
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4 Messages
1 month ago
[Edited: "Personal information (receipt number)"]
Auto Pay Date
Device Payment
Device paid
Jan 5 – Feb 4, 2024
Feb 25, 2024
$66.66
Feb 5 – Mar 4, 2024
Mar 25, 2024
$33.33
Mar 5 – Apr 4, 2024
Apr 25, 2024
$33.33
Apr 5 – May 4, 2024
May 25, 2024
$33.33
May 5 – Jun 4, 2024
Jun 25, 2024
$33.33
Jun 5 – Jul 4, 2024
Jul 25, 2024
$33.33
Jul 5 – Aug 4, 2024
Aug 25, 2024
$33.33
Aug 5 – Sep 4, 2024
Sep 25, 2024
$33.33
Sep 5 – Oct 4, 2024
Oct 25, 2024
$33.33
Oct 5 – Nov 4, 2024
Nov 25, 2024
$33.33
Nov 5 – Dec 4, 2024
Dec 25, 2024
$33.33
Dec 5 – Jan 4, 2025
Jan 25, 2025
$33.33
Jan 5 – Feb 4, 2025
Feb 25, 2025
$33.40
(edited)
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