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user_u4smzp
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4 Messages

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?

Question

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Updated 

27 days ago

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Maggiejayne

2 Messages

3 months 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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1.8K Messages

3 months 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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3 months ago

0

XfinityAngie

Official Employee

 • 

1.8K 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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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3 months ago

0

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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3 months ago

0

XfinityDemitrius

Official Employee

 • 

1.8K 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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3 months ago

0

user_35gxb0

1 Message

3 months 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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user_kx49eh

1 Message

29 days ago

I am having the same issues. I was finally able to get a hold of a rep on the phone and they manually added the credit in January but now my next bill is due and there are no credits again. Will I have to call in and talk with someone every month to get my trade-in and bundle credits?

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XfinityChristy

Official Employee

 • 

2K Messages

 

user_kx49eh I'm so sorry to hear you're experiencing the same recurring credit issue. That's incredibly frustrating, especially after you've already had it manually corrected once. Having to call in every month to get your credits applied is definitely not acceptable.
 

I'd like to personally review your account and see what's causing these credits to disappear. To do that, could you please send me a direct message with your full name and address? Once I have that information, I can investigate the issue and find a long-term solution, so you don't have to worry about this happening again.

Let's get this sorted out for you.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

(edited)

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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27 days ago

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