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sara_111
1st Topic

Visitor

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2 Messages

Sunday, January 18th, 2026 6:43 PM

Did not receive my device credits

I switched from T Mobile to Xfinity and was promised that I would get $400 credit for one phone without trade in and $830 for my other phone with trade in. I sent in my phone for trade in credit but the credits are not showing and even when I chatted with customer service they were unable to help me out. Starting to regret my decision switching from t mobile to Xfinity specially that their network is not the best, T-Mobile used to be better. 

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10 hours ago

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XfinityRaul

Official Employee

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2.5K Messages

5 days ago

@sara_111 I appreciate you making us aware that you haven't received this trade-in credit via Forums. I would be more than happy to help confirm the status of this credit you're expecting. Let's continue our conversation via DM.

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sara_111

Visitor

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2 Messages

I did message but haven’t received any reply. I also went to the store and they put in a ticket for me last week but still no resolution.

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2 days ago

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XfinityThomasC

Official Employee

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3.1K Messages

Hello, @sara_111

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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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10 hours ago

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