Visitor

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1 Message

Tuesday, October 14th, 2025

Promotional trade in offer not honored

Hello,

On October 6th, via chat I discussed the discussed the offer at the time for "Iphone 17 on us."  The agent indicated the phone I wanted to trade in (in use on my account) would result in a trade in allowance that would result in an $1100 credit applied over 24 months.  The agent attempted to process the order for the new phone multiple times but was undable to.  As a result I was instructed to reach out in "8-9 days" to finish the order as it was not able to be processed at that time due to back order on the new phone.  I did reach out begining on Oct. 12 and have had discussions with multiple agents, sent to the local Xfinity store and a "ticket" was subimtted, all with the same result; I have not been able to complete the order I started on Oct. 6.  This is in spite of the orignal agent clearly stating in the chat that I would receive the same terms quoted to me even though the order would be finalized after the end date of the promotion.   So my request is, what needs to be done to complete the trade in under the terms I was quoted and documented in the chat with Xfinity on Otc 6?

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Official Employee

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2.1K Messages

9 hours ago

Hello and thank you for creating a post to get started, @user_84nqww. I'm sorry to hear about the trouble you've had escalating this Xfinity Mobile promotional concern, and I'd love to see what our team can do to help! We're an excellent resource, especially since we typically have ways to further escalate certain concerns when necessary. I do see that you also sent a direct message.

 

Please just note that sending unsolicited private messages to myself or any other user is a direct violation of our Forums guidelines. You must first create your own public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, and I look forward to assisting you further.

 

I'll reply to you directly in just a moment :)

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