Trade-In SCAM Again

Greetings, @user_4gb4z6! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your trade-in, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

It’s helpful to be cautious before accepting the trade-in offer I'm currently considering. Thanks.

Good call not to even consider the trade-in option, as many have reported [Edited: Inflammatory] related to it in the forums.

The Xfinity/Assurant trade-in program is a coordinated scam in my opinion. I just traded in an iPhone 12 Pro Max that had an Apple case and invisible shield protecting it for its entire life. The phone is in pristine condition with zero scuffs, scratches, chips or cracks. I sent it in it’s original packaging with all unused accessories and Assurant rejected the trade for “LCD Damage” and shipped it back to me wrapped in bubble wrap in a generic box. They kept my original box, SIM card and unused power cord. They rejected the phone on 09/29/24 but waited 8 days until after the promotion window has ended to notify me of the rejection and ship the phone back to me. The phone is still in pristine condition with zero damage so I will sell it elsewhere (for less money because Assurant stole my original packaging and accessories). Like many others on these forums, I am now 100% convinced that the trade-in program is a complete scam designed to move product and I will now be taking the 500.00+ per month that I spend on Xfinity services to other providers.

Did you get the issue resolved?

Hello, I am in Same boat now, do any of you got a resolution on it.? its being two month with no status update on online portal but on chat and call represenatative are saying they recived the phone and you will get credits in 2 days then week now a month they are saying.

I added a line on 11/10 and upgraded my phone.  So I purchased a 14 and 15 iPhone.  On 11/14 they came out with a trade in offer for $500 off with a new line.  I called and asked for the credit since I just purchased the phones.  I was told I would have to return the 2 new phones and redo my order in order to get the credit.  It is ludicrous to have to jump through hoops for a lousy credit they are going to spread over 2 years.  Doesn't help that their customer service is not in the US and don't really understand what you are saying.  Going to be switching carriers.

The same thing is currently happening to me. This issue has been on going for the past 6 months. I paid a fee to USPS to have them search their archive as it has been over 120 days since the phone was delivered. I spend hours on the phone trying to get ahold of a supervisor at Xfinity Mobile and Xfinity Corporate. I have proof my phone was delivered. Corporate claims they investigated thoroughly, however, they are still claiming that my phone was never delivered. I am ready to file a lawsuit of fraud at this point. It has been an on going head ache with them. 

Hello, word for word from your post I am going through this right now. Sent them my old phone for a $999 credit. Sent via shipping label sent to me by Xfinity and theyre telling me my phone went to a weonf address. The tracking number clearly shows that the device was recieved. Please let me know what/if anything that you tried woemws for you. They are refusing to put a supervisor on the phone. 

Sounds so familiar, and I am so sorry you are also suffering with this.  In our case, we were offered $1,000 for our phones.  3 Months later we are still paying a monthly installment for 3 of the phones.  We also received the “Your trade in is cancelled” email.  I have all of the documentation showing all of our phones were received by Assurant by the deadline. Opened a ticket and was told that I need to wait 14 days for a response.  Still waiting.  So disappointing. 

The Assurant location listed (Lewisville, TX) on the trade-in label is listed as "permanently closed."  The phone number on Assurant's website is disconnected.  I phoned Assurant corporate and was given two separate additional phone numbers for that location, both disconnected.  USPS showed receipt of my phone on 11/2 but it was not "picked up" until two weeks later.

Offshore Xfinity support is completely useless, they will just tell you what they think you want to hear.  They will also blatantly lie.

It's obvious Assurant is no longer running this facility and something very sketchy is happening.  I am filing a complaint with the USPS Postal Inspector and my state attorney general.  Separately, I am doing a chargeback with American Express for each bill in the amount of the credit I am due.

I am also aware that a class action firm is evaluating this issue as there are hundreds, maybe thousands of affected customers.  Xfinity will not address these stolen phones, you need to file a police report, and complain to the Postal Inspector.  This is organized interstate fraud.

Same thing just happened to me- I sent in a perfectly good phone for the trade in and they will not give me any credit, even though 3 employees saw my phone and agreed that it was in perfect condition.  They damaged it in the warehouse and are sending it back damaged.

My issue is I traded a perfectly working phone at Xfinity on 8/9/24 my Samsung flip 3 wasn't comparable with their services.They first offered me $800 thirty minutes later it decreased to $550. I was weary and wanted to keep my phone and previous service carrier. I agreed to the $550 trade. After the lady set up our phones and transferring the data to the new flip 6 she took my phone in the back and said Xfinity will send it off to their company who does the trade. I thought that was strange but I have always bought my phones from Samsung in full. I noticed my account and bill had not reflected the trade balance. I visited the same store and when they looked it up they said I had no trade in. I expressed who took care of us that day and the supervisor said it was sent out with the other phones the previous day. In the contract I could of got my phone back had I chose to void the trade in but my phone was sent off before the waiting period of doing so. Two months and still haven't received my phone. On 1/6/25 my phones screen gave out. I took it to Xfinity to see about the insurance and to my surprise it didn't have any nor was I ever offered it. I was also informed I needed to pay off the phone before I can get another. I was prepared to pay roughly $399 as I had a trade in. (Meanwhile the Xfinity site tells me I had a trade in but wasn't received yet) They told me I owed over $700 on a 4 month old phone that was never dropped or damaged in any way. The screen just never turned on and that's a problem with the flip phones. If I don't get my $550 that I was told I would get for my phone or my phone back I will contact a lawyer for theft and false advertisement. I never received my $200 prepaid Visa card that was a promotion at that time. I will not refer anyone to Xfinity for Mobile trade in. I pay for internet alone and it cost me $129.78 monthly witch is insanely high. Do better Xfinity!!

Same here, traded in a phone for the $1000 promotional credit over 24 months with a new iPhone 16 PRO MAX. 

Phone was accepted in good condition for the full promo (as per Xfinity email dated 10/17/2024). To this day haven't got the promo actually applied on my account. Called, chatted, and went to the Xfinity store multiple times. Keep getting told that I need to wait 1 more billing cycle. What a horrible experience. 

Was also sent to the Lewisville, TX, iirc.