Complete Failure of Trade-In Assistance with an Upgrade from an iPhone to Samsung

Hello Dante,

cc: Tom Karinshak - President and Chief Customer Experience Officer

 

Thank you for your response! We have now spent almost a month, counting from the initial 1st order on 8/23 that was placed incorrectly for the Samsung Z Fold 8. This device was supposed to be the upgrade for my daughter's cell number . Also, the technician upgraded my phone and my wife's phone without my permission or instruction. When I caught the error, I told him I did not request that. He misunderstood, thinking I wanted to upgrade all three phones, after I had initially told him it was just for my daughter's phone. More than two weeks before that, I called Xfinity customer service and was told the order hadn't processed due to a system glitch, even though it showed as processing.

Therefore, the Assurant support person who I spoke with on 9/8 cancelled the order that was placed 2 weeks prior on 8/23 which was in an errored state and placed a NEW order on 9/8, and I found out from the customer service person that now I have 2 additional phone number with area codes 404, which the previous support person from Assurant added and never removed.

Therefore, at this point I went in person to an Xfinity store of which the employee Bakari T., from the Woodstock GA location was excellent and super helpful in removing the extra phone lines. Now I need to fix the 3 phone cancellations still showing on my app, and I need a NEW label that shows the correct trade-in amount of $926 for my daughter's iPhone, since the label sent shows the amount of accepted value of $476.00 dollars from the mix-up of all the mistakes the Assurant support agents have consistently done and have wasted close to 30hrs to just get a phone upgraded from an iPhone 16 Pro Max > Samsung Z Fold 8.  See the copy of the incorrect trade-in value instead of $926 which shows in my app and attached both copies.

 

At this point I am thinking of sending back her Samsung Z Fold 8 and switch all of our 3 phone to AT&T. Please advise, as this situation is beyond ridiculous and unacceptable. I am considering sharing this story on social media to show how horrible service has become since the transition to Assurant support overseas. 


Here is the information regarding your Samsung Galaxy Z Fold8:

Order Details:

• Order Number: [Edited: "Personal Information"] (also referenced as [Edited: "Personal Information"] in support chat transcripts).
• Order Date: September 8, 2026.
• Device Specs: Samsung Galaxy Z Fold8, 256GB, Lavender.
• Assigned Phone Line: My Daughter's existing number ending in [Edited: "Personal Information"].

Status & Activation

• Activation: Your Xfinity Mobile Galaxy Z Fold8 has been officially activated as of September 16, 2026.
• eSIM Setup: You can download your eSIM directly via Xfinity.

Financial Breakdown

• Upfront Payment: $185.77 (includes state and local sales tax).
• Monthly Charge: $52.77/month device payment plan (bill impact is +$27.05/month after promotions).

Promotional Savings: You qualified for $926 total off ($476 trade-in credit + $450 discount).

 Note: As of 9/20, I still show 3 phone cancellations in the Xfinity app.

Outstanding Issues:

• Please advise on the next steps as I need to resolve this: the Accepted Offer Value is $476.00, which should be $926.00.
• Three phone cancellations show on my Xfinity app which will affect current and future phone upgrade transactions. The in-store Xfinity employee I spoke with advised I must call 611 to fix this, as the account is in such bad shape from all the phone support mistakes by Assurant and requires escalated corporate support to resolve.