Visitor
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1 Message
Formal Complaint – Defective iPhone, Trade-In Dispute, and Charges for Two Devices
To Xfinity Mobile Customer Relations and Executive Escalations,
I am writing to formally dispute the charges associated with my iPhone trade-in and my request for a warranty replacement.
I traded in my iPhone 16 Pro Max to Xfinity Mobile after being offered an upgrade to an iPhone 18 Pro. I surrendered my original device in exchange for the new phone under the terms presented to me.
Unfortunately, the iPhone 18 Pro I received has been experiencing overheating issues. I contacted Xfinity Mobile to request a warranty replacement because of this problem.
During that process, I was informed that I would be required to pay for the original iPhone 18 Pro I received through the trade-in, as well as pay for the additional device requested as a warranty replacement, in addition to applicable taxes.
I am disputing these charges and requesting a clear explanation of why I would be required to pay for two devices when the second device was requested to address a problem with the original phone.
I respectfully request that Xfinity Mobile:
- Review the original trade-in transaction and the terms under which I surrendered my iPhone 16 Pro Max.
- Provide a detailed written breakdown of the charges and financing agreements for both devices.
- Explain the contractual basis for requiring payment for both devices as part of this warranty process.
- Investigate the overheating issue and provide an appropriate warranty resolution.
- Review and correct any improper or duplicate charges and apply all applicable trade-in or promotional credits.
- Provide a written response explaining the available options for resolving this matter without imposing unjustified charges.
I would like this matter escalated to a supervisor or the appropriate executive customer relations team.
If we cannot reach a satisfactory resolution, I will consider filing a complaint with the Federal Communications Commission (FCC) and the appropriate consumer protection authorities.
Please provide a written response and a case reference number for this complaint.
Sincerely,
[Edited: "Personal Information"]
XfinityRichard
Official Employee
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3.9K Messages
15 days ago
Good afternoon, @user_w1dbm5 . We understand your concerns regarding being charged for multiple devices during the warranty replacement process, and we appreciate you providing the details of your experience. Please send us a DM with your full first and last name and full service address so we can review the situation and determine the appropriate path forward.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You must use the primary Xfinity ID
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