2 Messages
Trade in credit not applying.
Hello! I am wondering if If anyone is having a similar issue.
I traded in my iPhone 13 and switched to Xfinity Mobile back in September of 2024. My partner had already had it so I had added to our plan. We both got new phones. I traded in my device via mail because the store said that I could not drop it off there, (even though the terms and conditions said I could) So I bought the special boxes and shipped them with the label that Assurant had sent me, and I NEVER got my credit for it. I did send it in before the deadline (October 11th) I waited hours for customer service just for someone to tell me they'd find me a discount and they never did and never even addressed my issue. I also had to payout the remaining balance of my old phone ($150) - which wasn't supposed to happen.
I WOULD NOT HAVE TRADED IN MY PHONE IF I WASNT GOING TO GIVE THE $1000 CREDIT THEY QUOTED ME. I was fine with my old phone and then I received the offer and decided to take it. Now, I can't even get my old phone back. I am so frustrated and disappointed. Please advise because an extra $42 a month on my bill is hardly within my reach right now.
XfinityRaf
Official Employee
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711 Messages
28 days ago
Good afternoon @Maggiejayne. Thanks for taking the time to post here to report your phone trade in issue. If you could please send our team a direct message with your full name and full address, we can investigate what happened.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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user_sf-frustration
6 Messages
26 days ago
I am finding this is a VERY common issue and unfortunately I cannot find any posts that ever say they were able to get it resolved. I am in the same situation going back to October as well. I have an open ticket with Xfinity since December 29th with no feedback other than "we are working on it". This shouldn't be so hard. They have been offering mobile service for 8 years and don't have trade-ins figured out yet? I am trying to be patient but everytime I receive a new bill with no credits, it drives me crazy. I got the typical "direct message" us just like you did below. It is a very slow, back and forth process for Xfinity to respond and again, I was told "they are working on it". Unfortunately, I have not been able to find a way to escalate my problem with anyone at Xfinity and it is super frustrating. Good luck to you!
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