Visitor
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1 Message
Urgent: Missing Trade-In Credits for Two iPhones – Request for Immediate Resolution
Dear Xfinity Executive Support,
I am writing to formally escalate an unresolved issue regarding missing trade-in credits for two iPhones (13 Pro Max and 12 Pro Max) that I traded in after porting my lines to Xfinity in October 2024. As part of the promotion, I was promised $1,000 in trade-in credits per device, to be applied monthly.
I completed all trade-in formalities, including shipping both devices using the provided return labels. I have tracking numbers confirming delivery. I initially received trade-in credits for a few months, but they suddenly stopped appearing on my bill after December 2024.
Despite multiple calls to Xfinity customer service and a visit to the Vernon Hills, IL store, the issue remains unresolved. I was incorrectly informed that the devices were not received, which is false—I have proof of shipment and delivery.
This experience has been extremely disappointing, especially after switching from T-Mobile based on the trade-in offer. I feel misled and frustrated by the lack of accountability and follow-through.
I am requesting:
- Immediate reinstatement of the monthly trade-in credits for both devices.
- Retroactive application of the missed credits since January 2025.
- Written confirmation that this issue has been resolved.
Please treat this matter with urgency. I am prepared to file formal complaints with the BBB and FCC if this is not resolved promptly.
Sincerely,
[Edited: "Personal Information"]
[Xfinity Account Number: [Edited: "Personal Information"]]
[Contact Information: [Edited: "Personal Information"]]
[Tracking Numbers for Trade-Ins:
USPS# [Edited: "Personal Information"]]
XfinityAlfonso
Official Employee
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1.9K Messages
20 days ago
Good Morning user_ukvocd, thank you so much for taking the time to reach out here via our Xfinity Forums. We are so sorry to hear about this experience and want to do all we can to assist. We ask that in the future you not post personal information in our public forums per our Forums Guidelines.
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.
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