Visitor
•
1 Message
Trade in lost in transit
I traded in an iPhone for an upgrade back in November of 2025. We promptly sent in our trade in device using the Xfinity provided USPS return label. We received the new phone and even upgraded our plan to maximize the trade in credits. The trade in device unfortunately was lost in transit and Xfinity is outright denying my claim to the credits. I have an official letter from USPS stating that they acknowledge the device is lost. I have called Xfinity several times, initiated multiple ECM tickets, and went in person to a corporate Xfinity store. It has now been 6 months and my latest ECM ticket has been denied after being promised by not only the in person agent and the virtual assistant whom I spoke with while at the Xfinity Corporate location would be corrected and credits received. I am at a loss at the outright blatant disregard for customer service. I have followed all the rules, I have provided proof of the tracking info, attached the official USPS letter to my tickets, spent countless hours on the phone and in person, escalating to supervisors trying to get this resolved only to be ignored. Xfinity provided the return label and chose the carrier. As far as I am concerned, Xfinity is liable for what happens to the device after it is handed to the Xfinity designated carrier. I am at a point now where my next course of action is filing grievances with the FCC and the BBB if this cant get resolved. Has anyone else had this happen to them? I'm open to any suggestions.
XfinityMarshante
Official Employee
•
1.1K Messages
8 hours ago
Hello @user_zdmeod, thank you for taking the time to leave a post. Sorry to hear about your experience with the trade-in process. I can understand how frustrating it must be to follow all the steps correctly and still not receive the expected outcome. We’d definitely like the opportunity to take a closer look at what’s going on with those tickets and see what’s needed to help get this resolved and turn your experience around. 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, we'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, click the "New message" 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.
0
0