Trade-in Deal Scam

We were promised a trade-in deal for our old iPhones (iPhone 12 Pro Max and iPhone X). A total of $1000 for the iPhone 12 Pro Max and $525 for the iPhone X. As existing Xfinity Mobile customers, the rep said we could still get the deal by opening 2 new lines and then transferring our existing phone numbers to these new lines. We had multiple hassles trying to get the prepaid shipping label to send the iPhone X. Finally we got one in Nov and then but they apparently had an incorrect IMEI. Then after resolving all those issues, recently after 3+ months the, Xfinity says they cannot honor the promo deal because we didn’t keep our new lines open. Although we keep getting different reasons: the latest phone rep said we had to keep our lines open until Xfinity received the old phones in their warehouse. They will also not honor the 12-month BOGO phone line promo.

This seems like a bait-and-switch tactic. Now they say that we can get our old phones back, return the new phones to not get charged the new device fee. We recently traveled internationally and paid the Global Travel Data Fee since our new phones were locked. This has caused significant inconvenience and financial loss.

Be cautious when considering similar deals from Xfinity Mobile. This is essentially fraud on their part. I would recommend anyone to run away from any Xfinity Mobile promo deals

Responses

XfinityJorge

Official Employee

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1.8K Messages

14 days ago

viveks45 Hi there! Thank you so much for using our Forums to contact our Xfinity Support Team. We are sorry to hear that you have had a hard time trying trade in your device, and we are here to see how we can make this right for you. To get started can you send us a DM, so we can work together on a solution. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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viveks45

18 Messages

I sent the DM as requested but I am not sure why that is necessary given that you have all the details and ticket history on my account.

in any case, I am not holding my breadth to get the desired resolution.

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14 days ago

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viveks45

18 Messages

14 days ago

To keep everyone updated - I’ve sent the info by DM as requested. It’s strange that even after sending the DM (that requires one to sign in to their Xfinity account), they ask for name and address for verification. Then having sent that info, they want to perform a 2-factor authentication using this mechanism where responses are not in real-time (the code is only valid for 15 min)

Let’s see what actually comes out of this but so far, it’s the same frustrating experience having to deal with Xfinity support (and the awful automated system that just keeps you in a loop without easily getting you to speak with a human!)

it’s been over 40 min with me posting the security code for verification and no response back from Xfinity Support (it’s already been 2 separate responders involved in the DM chain that I initiated)

(edited)

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viveks45

18 Messages

Further update: someone from Xfinity called me yesterday. However, she said she didn’t have all the details of my ticket history and would have to do further research. Apparently, they also don’t have the recording of the call I had with the agent when I placed the order for the new phones based on the promo deal!

essentially, more evidence of how broken this customer support system is.

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13 days ago

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viveks45

18 Messages

It’s been 3 days since the last call from Xfinity and no new updates (after they promised to provide updates within 24-48 hours)

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10 days ago

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user_8g80b5

4 Messages

Literally have wasted HOURS of my time to resolve this issue and no one can give me a clear & concise answer!!!

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10 days ago

XfinityAlfonso

Official Employee

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1.3K Messages

Hello user_8g80b5 thank you so much for taking the time to reach us here and share part of your experience via our Xfinity Residential Forums. We understand that you've had a time trying to resolve this, and we do want to do all we can to help bring this to a full and complete resolution.

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

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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8 days ago

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user_8g80b5

4 Messages

10 days ago

I am having this same issue with Xfinity and have talked 10 representatives, and keep getting passed around. My associate at the store sends me back to call someone then when I do, I am passed around to different teams having to re-explain my issue though they say there are notes. And then they tell me to go back to the store (I have been 4 separate times now). On top of this my cell service (which is Xfinity) cuts out reception so when I am on the phone I have to repeat myself along with them back tome. We have all services through Xfinity: Internet, mobile and TV...I am ready to go back to AT&T or switch to Verizon at this point. This has been the MOST FRUSTRATING experience and seems like fraud at this point.

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viveks45

18 Messages

10 days ago

Latest Udate: wait until end of week while they complete research/investigation from my ticket history…

(edited)

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user_qdet4v

4 Messages

9 days ago

Same thing happened to me, They are stealing phones without any shame or regret. It has been three weeks for me, and even though the ticket was closed, the resolution was simply to 'wait.' No compensation was applied to my bill, and I am still expected to pay full for the device. no Trade in device return even.

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viveks45

18 Messages

Before I initiated a thread on this forum, Xfinity had opened a new ticket to send my devices back. It’s not a regular ECM ticket. No update on that or the separate corporate ticket that was opened after the support team asked me to DM based on the thread I opened here. I’ve already made 4 monthly payments for 2 devices and will now be charged the 5th payment in a few weeks if they don’t resolve this issue before then.

(Edited for accuracy of No of monthly device payments made)

(edited)

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8 days ago

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viveks45

18 Messages

No additional update from Xfinity even after the end of the week as they promised. Just seems like a stalling tactic now. All the information is there in their ticketing systems - cannot be that hard to research and understand the situation…

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6 days ago

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viveks45

18 Messages

Here’s the latest response from Xfinity Support: “I cannot guarantee the findings, timeline or decisions of our back end Executive team that is handling the ticket for you”

So are we just supposed to wait forever? Could this drag on for another 16 months while we keep getting billed for the monthly device payment??

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5 days ago

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user_31d7ec

Visitor

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2 Messages

5 days ago

Sales person at store told me some promos you cannot get if you already have mobile service.Sounds like they were trying to go around the system.

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viveks45

18 Messages

@user_31d7ec - The agent explicitly told me that if we open 2 new lines, we would be able to get the promo. But we wanted to keep our existing numbers and not get new numbers. So the agent said that would still work by transferring the numbers from the old lines to the new ones.

We paid $70 for the activation for the new lines. And now Xfinity has taken our old phones but refuses to honor the device promo that their agents promised. We were also promised a BOGO 12-month free line promo that we aren’t getting

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5 days ago

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user_8g80b5

4 Messages

@viveks45 This is exactly what ours did too!

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4 days ago

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viveks45

18 Messages

@user_8g80b5 - Seems like many other customers are complaining about the same. And the whole old device trade-in/return process seems to have been completely messed up.

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4 days ago

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XfinityChelseaB

Official Employee

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1.4K Messages

Hello @user_8g80b5, Thanks so much for taking a moment out of your day to leave a comment on our community forum, and we would be happy to help. If you could 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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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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2 days ago

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viveks45

18 Messages

2 days ago

Latest: I keep getting promises of another update “tomorrow” but alas…no such thing happens. It cannot get any worse than Xfinity Mobile customer support. I sincerely hope that someone can take an initiative to launch a class-action lawsuit for these device trade-in promo scams by Xfinity Mobile reps

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user_8g80b5

4 Messages

@viveks45 I have had same issue. I call and they say it will be solved and I hear nothing. Then I call again and have to start over. I feel lost!

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2 days ago

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XfinityBrianH

Official Employee

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1.1K Messages

user_8g80b5 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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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2 days ago

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viveks45

18 Messages

@user_8g80b5 - Yesterday, they said that someone was typing an email to send with a resolution. But they simply wouldn’t give me a clear summary on the chat.

well, I haven’t received any email update or a call. And now they have gone completely silent even on the direct chat…

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1 day ago

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viveks45

18 Messages

They also sent me another bill with full device payments. So I keep making payments, my old devices are with Xfinity with no hope of getting any compensation from them for the old devices

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1 day ago

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viveks45

Trade-in Deal Scam

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