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user_u4smzp
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Wednesday, January 22nd, 2025 4:14 PM

Trade in device credits are not appearing

My trade in device was received by xfinity/assurant on Oct 11, 2024. No trade in credits appear in the bill, it is almost 4 months now. It is almost 5 months since I switched to xfinity mobile. I spent hours on the phone with agent who have no clue but advising me to patient for few more billing cycles. What is the best way to resolve this? Do I need to file a complaint with the business bureau?

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29 days ago

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Maggiejayne

2 Messages

1 month ago

Following. I have the SAME issue. I totally would not have traded in my phone without the credit. 

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XfinityAngie

Official Employee

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1.7K Messages

29 days ago

 

user_u4smzp, Thank you for reaching out to Xfinity Support. I am sorry to hear you are still waiting for your trade-in. Did you receive an email that it was received at the warehouse? 

 

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user_u4smzp

4 Messages

Yes, it was received on Oct 11, 2024.

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29 days ago

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XfinityAngie

Official Employee

 • 

1.7K Messages

 

user_u4smzp, Let me take a look at your account and see what I can do to get more information for you. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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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29 days ago

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user_u4smzp

4 Messages

So you are punting this to support again which I have done multiple times now. The support is NOT supportive, they have no clue but asking me to be patient for a few more billing cycles.

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29 days ago

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XfinityDemitrius

Official Employee

 • 

1.6K Messages

Hey @user_u4smzp. Please accept my most sincere apology for the experience you have encountered. While we may not be able to assist with this issue directly, I am confident that we can get your information into the right hands to review the devices, trade-in credits, and Xfinity Mobile account. If you can, please send us a Direct Message with your account information so we can begin the process. We hope to hear from you soon.

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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29 days ago

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user_35gxb0

1 Message

29 days ago

I have been waiting since September 2024. SOmeone after hours of chat and talking on the phone I just keep getting lies and broken promises. One of the reps mention the serial number to all 3 of my phones were incorrect, which made no sense! So frustrating. 

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