Visitor
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2 Messages
Urgent Complaint – Misrepresentation of Xfinity Mobile Trade-In Promotion
On August 9, 2025, I visited your Xfinity Mobile retail location at [Edited] Houston, TX 77007 to participate in a promotion advertised in-store and online: trade in an eligible device, switch to the Premium Unlimited plan, and receive up to $830 off an iPhone 16 Pro.
The store manager, Don, assured me I would receive $700 in credits for my trade-in, provided a trade-in box, and stated a shipping label would be emailed to me. I signed the agreement based on these terms.
However, my account now shows only $400 in credits, no shipping label was sent, and store staff have since told me there is no trade-in on my account. I have been given conflicting information and was told there is nothing they can do to resolve the matter.
This is false advertising and a breach of the agreement made by the store manager. I am requesting that Xfinity Mobile honor the original terms:
• Accept my trade-in
• Maintain my upgraded service
• Apply the full $700 credit as promised and advertised
Please respond promptly so this matter can be resolved
Sincerely,
[Edited: "Personal Information"]
XfinitySean
Official Employee
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51 Messages
18 days ago
Hi user_egv7cq! Sorry to hear that you didn't get the expected credit on your account after taking that new promotion. I'd be frustrated if I got different information between visits too. We'd be more than happy to take a closer look at the situation! If you could please send us a direct message with your full name, name on the account (if different), and service address, we'll get the account pulled up to see what we can do to help.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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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