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Wednesday, November 6th, 2024 7:06 PM

iPhone trade ins were shipped back to Assurant but lost in the mail - how do I get my trade in value credited to my account?

I recently traded in an iPhone 11 and iPhone 13 to get iPhone 15s to upgrade both devices. I was given an offer of $200 for the iPhone 11 trade-in and $500 for the iPhone 13. I was sent pre-paid labels from Assurant to return the devices to Assurant for assessment in order to receive the credits on my Xfinity account. I shipped the phones in separate boxes with their respective prepaid labels on Sept 17, 2024. Both of the packages were lost by USPS. I filed service requests for both packages using the tracking numbers. USPS recommended I file an insurance claim for the lost parcels with phones inside. I spoke with USPS and am unable to file insurance claims with USPS because Assurant paid for the postage and is listed as both the sender and receiver of the packages. I also learned that Assurant only put $100 of insurance on each of the packages even though the phones are valued at $200 and $500. I am unable to file an insurance claim with Assurant since these phones no longer have an active cell number. I have spent HOURS upon HOURS trying to resolve this in conversation with Xfinity and USPS. How do I get my trade-in offer credits of $200 and $500 now that the USPS has lost the packages with devices inside and Assurant only placed $100 of insurance on each of the labels???

Official Employee

 • 

1.4K Messages

7 days ago

@user_tlgeyx

 

Thanks for reaching out to us, I do apologize for any inconvenience. You will want to reach out to our awesome  xfinity mobile agents via https://www.xfinity.com/mobile/support they'll be able to assist you with your trade  trade Inns that were shipped to and go over the next steps on what needs to be done to get your trade in credits

2 Messages

I’ve been working with the Xfinity mobile agents but there is no progress in my case. What is the next step to escalate this concern?

Official Employee

 • 

1.8K Messages

 

user_tlgeyx, I appreciate you taking the time to work with our Mobile team and for sharing more of your energy here on our Forum to get a resolution. I'd like to look into this more to see what's been done, any pending ticket, and make sure we take the next steps towards a resolution. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's 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 "New message" (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

 

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