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user_sx9ji8
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2 Messages

Tuesday, October 24th, 2023 10:45 PM

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Xfinity Mobile lost my trade-in device and cancelled my trade-in Credit

I sent out my trade in device 8/17 and xfinity received my trade in device ( USPS:9202090250485701539289), but I never got any confirmation email from Assurant. All agents kept saying it will takes 2~4 weeks to get credit. However, I never got my trade in credit so far.

So I have requested many time to open claims. I got claim number: ECM0003991160. When every time I asked to Xfinity mobile agents, they were still under investigation but I never got any answer from them.

10/23/23 I got email from Xfinity mobile, my trade-in credit was cancelled. Then, I contacted the agent again, but nobody gave me answer where my device is.

I already contacted Xfinity agents many times but no one knows anything but they just transferred me to different department or their manager. Is there any way I can't get help?

Question

 • 

Updated 

9 months ago

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user_mu1gsy

3 Messages

1 year ago

I am having the exact same issue, this is a complete scam.

1

XfinityThomasC

Official Employee

 • 

2K Messages

Hello, @user_mu1gsy Thank you for reaching out for help with Xfinity Mobile service, via our Xfinity Forums. We currently have no access to Xfinity Mobile accounts on this platform. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you for participating in our community. 

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

1 year ago

0

user_2euxa

1 Message

1 year ago

Was this resolved? I’m dealing with the same issue

3

0

user_mu1gsy

3 Messages

Not resolved yet. They said the tickets are back up 30 days or more but they are having a “special team” look into it. 
I’ve heard nothing in a week.

1 year ago

0

XfinityGabriel

Official Employee

 • 

1.9K Messages

Hi, @user_2euxa! Thanks for taking the time to reach out on our forums page for help with the XFINITY Mobile trade-in credit concern. I am trading in my phone this month so I understand the importance of receiving a credit. I am sorry to learn about this experience. To have this addressed as quickly as possible, have you tried calling or texting 1 (888) 936-4968, or reaching out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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

1 year ago

0

XfinityGabriel

Official Employee

 • 

1.9K Messages

Hi, @user_mu1gsy! Thanks for letting us know and for your patience with us. Since it has now been 2 days since you last reached out, have you heard back yet about that ticket?

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

1 year ago

0

user_d4s2a1

1 Message

10 months ago

Dealing with this same issue 5 months later.  Still no resolution.

1

0

XfinityBrianH

Official Employee

 • 

947 Messages

@user_d4s2a1 Can I ask that you reach out privately, so we can cover the details of your account. 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

10 months ago

0

TAJ99

Contributor

 • 

28 Messages

10 months ago

My device was delivered on Saturday but yet it still doesn't say device under review, this was my first time and my last time doing an early upgrade with Xfinity. I've been with them since 2017 when Xfinity Mobile started and every year since then there's some kind of issue with upgrading system issue something. If a device is out of the customer's hands and has been shipped it is not the responsibility of the customer anymore. And the Xfinity customer should be relinquished of any of those responsibilities if they shipped it and if it was lost by post office or Xfinity after it's been delivered

0

0

user_bau9w1

1 Message

9 months ago

I am having the same issue. I dropped off the phone (iPhone 14) at the Xfinity store on November. They told me they can't track the phone, so the phone is now "lost". No credit was given and got an email that they "do not have any further information to assist me" so they will be closing the case. Has anyone heard back from xfinity? This is ridiculous.

1

0

XfinityDemitrius

Official Employee

 • 

1.3K Messages

Hey there @jihwanprk, thanks for being part of our Xfinity Mobile family. We'd love to help, but we don't have access to Xfinity Mobile accounts via social media, I do apologize.

 

We would suggest contacting our Mobile experts via one of the following methods:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

Our Xfinity Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general Xfinity Mobile questions in the future.

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

9 months ago

0

TAJ99

Contributor

 • 

28 Messages

9 months ago

They finally received my phone and it was cleared but my April bill has the full device charge on it, Xfinity does things very slow and I will never do an early upgrade or trade-in with them again cuz this experience for my first time has been horrible

0

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