Visitor
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1 Message
Unresolved Mobile Trade-In Issue - Proof of Receipt Available (7 Months Pending)
I am writing to formally request an executive escalation regarding missing trade-in promotional credits for two devices: an iPhone 15 Pro
and a Google 8 Pixel Pro.
and a Google 8 Pixel Pro.
I have approached this matter patiently for seven months, yet I continue to encounter systemic errors where my devices are listed as 'not received' despite definitive proof to the contrary.
Evidence of Shipment & Receipt:
- Official Confirmation: I received an email from Xfinity on October 2, 2025, stating, 'your old device is on its way to us,' confirming the initial scan was within the 21-day window.
- Tracking Proof: I have screenshots of the USPS tracking history showing the devices moving through the Texas processing hub on October 10, 2025.
- Current Status: My account still incorrectly shows 'Trade-in not shipped,' leading to a $203 monthly bill that should have been significantly reduced by promotional credits.
I have already opened an ESL escalation ticket, and while a chat agent recently promised a manual reversal, I am seeking an Executive Resolutions Specialist to serve as a single point of contact to ensure the full retroactive credits are applied and the promotion is permanently fixed on my account. I look forward to your invitation to discuss these details via Direct Message.
XfinityAdrienne
Official Employee
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1.9K Messages
11 days ago
Good Morning, @Jbrownr! Thank you so much for taking the time to reach out o us here on the Xfinity Forums. I completely understand the frustrations, and we want to ensure that the trade-in credit is properly applied. I would be more than happy to look into the account, and get you in direct contact with our Xfinity Mobile teams. Can you please send us a DM?
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 forum's page.
Here are 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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