Xfinity Trade In Device Credits not being applied as the Old Device as per them is Still in Transit

Recently I moved to Xfinity from TMobile when they have Iphone 16 Pro trade in offers are going on Oct 9th 2024. I have created a new account and traded 2 IPhone 13 Pros for 2 Iphone 16 pro Max. I have got the 2 new devices timely and was able to activate my 2 devices. I have sent my old devices immediately after taking all the care. As per the USPS my devices have already reached on Oct 23 and other Oct 28 in timely manner before the deadline which Xfinity has asked me to do so. Surprisingly for 2nd device which reached them on Oct 28th, I have received confirmation that trade in accepted and adjusted my bill for that line. But for the device which reached them on Oct 23, they have been saying that device is still in transit to Xfinity from Assurant which is not of my concern. Every time I call them, they say everything is fine device is reached, device is graded as good and credits will be applied immediately like that. They have been repeating the same story every time I call (more than 5 times)and till date they haven't provided any confirmation. Seeing the similar issues happening with others in this community forum, I am more worried what is happening with my device which I sent and to the credits which i should be getting.

Any inputs will be appreciated, considering the very poor service from Xfinity.

Responses

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user_bc9owe

4 Messages

5 months ago

After calling them repeatedly multiple times during which each time i was assured that device is reached and graded good etc etc and another agent even assuring me that problem is resolved he got some magical code which he applied on my account and it should resolve the problem and provide promotional credits from then on, which never happened. Now when I call them again saying that, device reached them is mismatching with IMEI number and stopped the promotion. Clearly it's a very big scam from Xfinity. So cheap from Xfinity to provide such response.

Users stay away from Xfinity promotional scams.....

(edited)

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XfinityAlfonso

Official Employee

•

1.5K Messages

Good afternoon user_bc9owe thank you so much for taking the time to reach us here on our Xfinity Forums and relaying your experience. So it sounds as though the second device has been received, but is still processing. Since we are working with Assurant for trade-in, we do leave this process to them, and then apply the credits once this is fulfilled. If there is any new information we can provide, we're happy to do so.

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.
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5 months ago

0

U

user_bc9owe

4 Messages

@XfinityAlfonso

Like I mentioned in the issue, every time I am calling the customer care, they are giving different response on the status of my device. One person says, device already reached, graded well and soon I will be given credit. Other agent says, he applied some magical code which should start applying my credits from then On, Other says it still in transit(even though USPS tracking shows device already reached on 10/23/2024). During my last conversation, the agent says he couldn't find the tracking number which is directly available on my account. When I provided the tracking number, he clearly lied that he couldn't listen it properly and unable to track. I visited the local Xfinity store where i ordered, they said all what they can see is Trade In device is in Transit but when they clicked on the tracking number it clearly showed device already reached and they were reluctant to help me further saying that they don't have any more visibility or control on that order.

So it's a complete Mess with Xfinity Mobile

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4 months ago

0

U

user_bc9owe

4 Messages

@user_bc9owe

After a lot of struggles, Xfinity Executive support team resolved the issue by providing me the credits. Hope I am believing and trusting on Xfinity on the credits which they applied to me

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4 months ago

0

XfinityAngie

Official Employee

•

1.8K Messages

user_bc9owe, I am glad to hear that our team was able to assist you. Please let us know if you need any additional support.

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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4 months ago

0

U

user_9pkee7

1 Message

4 months ago

I am also having an issue with credit. Customer service says I’m not approved by we have excellent credit. I don’t know what to do.

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Devices

user_bc9owe

Xfinity Trade In Device Credits not being applied as the Old Device as per them is Still in Transit

user_bc9owe

XfinityAlfonso

user_bc9owe

user_bc9owe

XfinityAngie

user_9pkee7

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