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user_ftkt8b
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09/07/2026 12:27 AM

Trade-in promotion credits denied after a rep talked me into a plan change

I need help escalating an unresolved trade-in credit issue.

As part of an Xfinity Mobile promotion, I upgraded my son's line to a Google Pixel 10 and traded in his Google Pixel 5 5G for $450 in credits over 36 months. I met every requirement and shipped the trade-in before the June 22, 2026 deadline. On August 26, 2026 I received an email from Xfinity confirming my trade-in case was resolved.

The credits never appeared. I contacted support many times. Reps confirmed the traded-in phone was received and told me the credits should post. During one of those chats, a rep offered me a plan change as a better deal, which I accepted. No one warned me it would affect the credits.

In a later chat, I was told I am no longer eligible for the credits because I changed plans. So Xfinity's own rep steered me into the change that is now being used to deny a promotion I had already fully satisfied.

I am asking for the full $450 in trade-in credits to be restored, including the months already missed, and written confirmation of the credit schedule. I can provide my account details privately.

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1 month ago

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XfinitySeth

Official Employee

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1.7K Messages

1 month ago

Hello user_ftkt8b! I appreciate you coming to us in our community, and even more so for being part of the Xfinity Mobile family 🙌 It's always our intention to be as transparent as possible when working on changes to your account that could impact active promotions, so I'm sorry for anything that was lost during your interaction with those teams that was not made clear before making your changes. While changing your Xfinity Mobile plan does impact the eligibility of most promotions, we can still review this further to see what path we can take from here 👍

 

To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

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