Visitor
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3 Messages
URGENT: Missing $1,100 New Customer Trade-In Promo – Only Given Base Value ($678) - Deadline, Monday, September 14th
Hello Official Xfinity Employees,I need a corporate digital care specialist to immediately review my account regarding an urgent, stalled trade-in promotion dispute.My husband and I joined as new customers under the $1,100 trade-in promotion. His line received it correctly, but my line was only issued the base market value of $678, leaving a $422 gap.I just finished an extensive chat with Supervisor Tushar. He pulled up my open ticket ([Edited: "Personal Information"]) and confirmed that the internal system notes explicitly show I am owed the $1,100 promotion for each device. He also verified that Xfinity already has my ported carrier bill on file. However, he stated that phone/chat support has system limitations and cannot manually force the promotional kicker onto my account, telling me to go to a retail store.Retail stores do not have backend access to Assurant trade-in tickets. My deadline to accept or decline the Assurant offer is this Monday, September 14th. If I wait, the offer expires and my promotion is ruined. I need an Official Forum Employee with higher override permissions to pull ticket [Edited: "Personal Information"] and manually apply the promotional override before Monday.Please invite me to a private Direct Message so I can provide my details. Thank you.
XfinityJon
Official Employee
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1.7K Messages
3 hours ago
Good afternoon NOIZ7185. I can certainly understand wanting to get this looked into promptly if there is a deadline of just a few days. In a situation like this where it will require additional account specific information, we will need you to send us a private direct message.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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