Trade in phone credits not being applied to bill

user_q2eczh Good morning! Thank you for creating a post for us here to help out with the trade in credits being applied to the account. I'm sorry that we have not been able to resolve this for you already. I will help make sure that your credits are applied and that your account is reduced. 

With this impacting your account directly, can you please send us a direct message with your name and service address? From there we will verify the account and work to have the mobile credits processed. 

 

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514