Visitor
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1 Message
Billing Xfinity Mobile - Trade In not credited
Hello,
My name is [Edited: "Personal Information"] . I am writing to request assistance resolving an unresolved trade-in credit issue related to my Xfinity mobile account.
Timeline of the issue:
• September 22: I joined Xfinity after accepting a trade-in promotion for my iPhone 13 (256 GB).
• The original email provided a link to print the return label, but the link was broken.
• September 29: After contacting Xfinity support, an agent provided a new FedEx label.
• September 30: I shipped the device using that label [Edited: "Personal Information"] .
• October 2: FedEx confirmed the device was delivered.
• On that same day, I contacted support and was told the device had been received and was under review.
Since then, I have not received any confirmation, credit, or update regarding the trade-in. Over the past five months, I have opened multiple support tickets, but they have been closed without resolution.
At this point, I am simply requesting that the promised trade-in credits be applied or that I receive a clear written explanation of the device status.
Additionally, I was informed at the time of activation that other promotional credits would apply to my account, but those have not been reflected either.
I would appreciate if this case could be reviewed and escalated to the appropriate team so it can be resolved promptly. If the issue cannot be resolved internally, I will need to consider formal escalation options such as a billing dispute or filing a complaint with the appropriate consumer protection or telecommunications regulatory agencies.
I would prefer to resolve this directly with Xfinity and continue as a satisfied customer, so I appreciate your prompt attention to this matter.
Thank you for your help.
Accepted Solution
XfinityAbby
Official Employee
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722 Messages
13 days ago
Thank you for reaching out to us @user_kth8mg, I would love to look further into the Xfinity mobile trade in credit issue. Please send us a direct message with your full name and service address.
To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us:
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