Request for executive review, ongoing mobile service problems and remaining device credits

Thank you for responding. There is an important detail here: the credits I’m receiving came from trading in my previous devices, which Xfinity already received.

Are you saying that if I move my service, Xfinity will keep those trade-in devices while the remaining value promised through the trade-in promotions will no longer be applied toward the replacement phones? Please clarify whether that is what you mean.

I understand you’re explaining the standard promotional policy. However, I’m requesting an individual review because ongoing dropped calls, incoming calls that never reach my phone, and unreliable coverage and data are the reasons I need to leave.

Please provide a breakdown for each traded-in device showing:

• The trade-in value and promotional amount offered.
• Any base trade-in value or one-time credit, separate from the promotional credits.
• The credits already applied and the amount that would be forfeited.
• The specific terms explaining how leaving affects the trade-in offer.

From my perspective, I gave up devices with value based on the offer I accepted, and I’m now being asked to lose the remaining benefit because the service has been unreliable. Simply repeating the cancellation policy does not address that concern.

I am requesting that the remaining trade-in promotional credits be applied toward my device balances, or that an equivalent adjustment be considered as a resolution to these service issues. I’m willing to pay the remaining balance after an agreed adjustment and intend to keep my Xfinity internet service.

Please escalate this to executive relations or someone authorized to review an exception. If the request is denied, please provide the reason in writing and confirm whether an individual review was completed.

I’m happy to provide account information privately. I am not authorizing any cancellations or account changes at this time.

I found a provision your response did not address. Section 3, page 2 of Xfinity’s Trade-In Program Terms and Conditions provides for a minimum trade-in credit and a check for any shortfall when service is canceled.

Please confirm the Minimum Credit Amount for each device I traded in, the credits received toward that minimum, and any remaining amount payable if I leave.

Please also confirm which version of the trade-in terms applies to my transactions. If you believe this provision does not apply, please explain why and identify the applicable terms.

Separately, I am still requesting executive review of an adjustment covering the remaining promotional credits because of the ongoing service problems. Please address both requests.

Yes in this case a trade-in would be different. I did not realize that was the type of promotional credits you were receiving and thought you were talking about device credits from one of our standard promos. Please send us a direct message with your full name and service address, and we can look over the devices and escalate anything that is needed. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (pencil and paper) 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 
Press Enter to send it. 
How to: Direct messaging withing the forum.

Thank you, I just sent a direct message. 

Perfect user_lreqkr, we look forward to serving you and will follow up on that 1-1 thread.