1 Message
Phone trade in missing in transit
I went to a Xfinity store on 11/16 to trade in my phone and upgrade to the newest iPhone (w/ $500 trade in credit). The in store agents provided me with the shipping label and envelope to ship my old phone in to receive credit. I dropped off the package the next business day (11/18). The package has been stuck in Lewisville, TX (where the final destination is located….) since 11/29! I fear the package is lost and since my trade in was due by 12/7, I will no longer receive the credit. How do I go about receiving credit when the shipping issues are out of my control? I did not ship it late as seen through the tracking information and don’t believe I should pay more money on my bill because of this as I have done everything according to the steps provided.
XfinityJamesC
Official Employee
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1.8K Messages
18 days ago
Greetings, @user_79p37f! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your trade-in, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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