Visitor
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2 Messages
requesting assistance with billing. I never received my trade in credits
I am reaching out for urgent assistance regarding an unresolved issue with my Xfinity Mobile account. I have made multiple attempts over the past several months to resolve this through chat, phone support, and in-store visits, but unfortunately, the issue remains unresolved.
On October 26, 2025, I upgraded two iPhone 12 devices to iPhone 17 Pro Max (512GB) under a trade-in promotion. During the initial chat (attached), I was clearly assured that:
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Both devices (including one with a minor screen crack) qualified for trade-in
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I would receive approximately $500 credit per device
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My monthly bill for both lines would be around $132 total after discounts
I explicitly confirmed multiple times that I would not proceed with the upgrade unless these trade-in credits were guaranteed. Based on that assurance, I completed the upgrade.
Since then, I have made continuous efforts to return my old devices, but have encountered repeated issues due to inconsistent and incorrect guidance from Xfinity support:
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I did not receive the return kits as promised
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I was directed to an Xfinity store, which could not accept the devices but provided shipping labels
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The devices I shipped were returned to me due to exceeding the return window
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I was later told not to worry and that exceptions would be made
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I was provided UPS order IDs that UPS could not locate
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I was sent to FedEx without proper QR codes or instructions
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I was told over the phone that only one device might be accepted, then later told neither could be accepted due to timing
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I visited an Xfinity store (appointment on 02/27/2026), but was told they could not assist since the upgrade was not done in-store
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I contacted corporate support, but after long wait times and multiple transfers, the issue still could not be resolved
At this point, I have spent several hours over multiple months trying to follow instructions provided by Xfinity representatives. Despite my consistent efforts, I am now being told that the trade-in period has expired—due to delays and misinformation that were completely outside of my control.
Requested Resolution:
I am requesting that Xfinity honor the original agreement and apply the promised trade-in credits for both devices. Based on the original offer, my billing should reflect the agreed monthly cost of approximately $132 total for both lines.
I have attached chat logs and documentation supporting my case. I kindly ask that you review my account history, including call logs and prior support interactions, to verify the repeated attempts I made in good faith.
This situation has been extremely frustrating, and I am hopeful that this matter can now be resolved fairly.
Thank you for your time and assistance. I look forward to your prompt response.
Sincerely, [Your Name]
If you want, I can make this more aggressive (escalation tone) or add language about filing a complaint with the Federal Communications Commission or Better Business Bureau — sometimes that helps push faster resolution.
can you include more detials to this email, i think you are making it short but it is missing a lot of important points
Got it — you’re right. This situation is detailed, and keeping those specifics actually strengthens your case. Here’s a more comprehensive and firm version that keeps your key points while making it clearer and more structured:
Subject: Escalation Request: Trade-In Failure, Billing Discrepancy, and Unresolved Support Issues
Hello,
I am writing to formally escalate a long-standing issue with my Xfinity Mobile account that has remained unresolved despite extensive efforts on my part over the past several months.
This issue relates to a trade-in promotion tied to my device upgrade on October 26, 2025, and the failure to apply the promised credits due to repeated miscommunication, incorrect instructions, and delays caused by Xfinity representatives.
Background and Initial Agreement
On 10/26/2025, I upgraded two iPhone 12 devices to iPhone 17 Pro Max (512GB) through Xfinity Mobile. During the chat session (attached), the representative clearly confirmed the following:
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Both devices qualified for trade-in credits
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A device with a minor screen crack would still be accepted
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I would receive approximately $500 credit per device
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My monthly bill would be approximately $66 per line ($132 total) after applying trade-in credits
I explicitly confirmed multiple times that I would only proceed with the upgrade if these trade-in credits were guaranteed. Based on those assurances, I moved forward with the upgrade.
Issues with Return Process
Immediately after the upgrade, I was informed that I would receive two return kits to send back my old devices. However:
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I never received the return kits, even after waiting nearly a month
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I contacted support and was instructed to visit an Xfinity store instead
At the store, I was informed that:
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They could not accept trade-ins because the upgrade was not processed in-store
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They provided me with return shipping labels and instructed me to ship the devices
I followed these instructions and shipped both devices. However:
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Both devices were returned to me after approximately two weeks
Conflicting Information and Failed Attempts
After receiving the devices back, I contacted support again and was told:
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The devices were rejected because the 30-day return window had passed
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I was reassured not to worry, and that exceptions would be made
I was then provided with the following UPS order IDs for pickup:
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[Edited: "Personal Information"]
- [Edited: "Personal Information"]
However, when I contacted UPS at [Edited: "Phone Number"]:
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They confirmed no record of these order IDs
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They instructed me to obtain a valid tracking number starting with “1Z”
When I contacted Xfinity support again:
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The representative did not recognize the UPS order IDs
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Could not provide valid tracking information
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Transferred me to another agent, resulting in a 2-hour phone call
During that call:
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I was told both devices were now ineligible due to timing
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However, due to my repeated attempts, one device might be accepted as a courtesy, but not the second (due to a minor crack)
FedEx Incident
I was then instructed to go to a FedEx location and submit the device:
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I was told FedEx would verify the IMEI and accept the phone
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When I arrived, the FedEx employee asked for a QR code, which I was never provided
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Without a QR code, FedEx could not process the return
Continued Efforts and Store Visit
By February 2026, after multiple failed attempts:
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I contacted support again and was told this could not be resolved over the phone
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I scheduled and attended an in-store appointment on 02/27/2026 (confirmation attached)
At the store:
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I was again told they could not assist because the transaction was not done in-store
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I was given a number for corporate support
Corporate Support Experience
When I contacted corporate support:
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The representative was helpful and attempted to work with the backend team
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However, I was ultimately told that too much time had passed, and they could not resolve the issue
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I requested escalation to a supervisor
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After waiting approximately 15 minutes, the call was disconnected
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When I called back, I was required to restart the entire explanation from the beginning
At this point, I had spent several hours across multiple channels (chat, phone, in-store visits), with no resolution.
Core Issue
I made consistent and good-faith efforts to return my devices within the required timeframe. However, due to:
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Failure to send return kits
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Incorrect and conflicting instructions
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Invalid shipping details
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Lack of proper return authorization (QR codes, tracking numbers)
I was prevented from completing the trade-in process successfully.
Now, I am being denied the trade-in credits due to delays that were caused entirely by Xfinity’s process and support failures, not by any lack of effort on my part.
Requested Resolution
I am requesting that Xfinity:
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Honor the original trade-in agreement for both devices
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Apply the promised $500 credit per device
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Adjust my monthly billing to reflect the originally quoted amount of approximately $132 total for both lines
All supporting documentation, including chat logs and appointment confirmations, are attached for your review.
Final Note
This has been an extremely frustrating experience, involving repeated misdirection and significant time investment on my part. I am requesting a fair resolution based on the original agreement and the documented history of my attempts to comply with the process.
If this matter cannot be resolved promptly, I will have no choice but to escalate further through appropriate consumer protection channels such as the Federal Communications Commission and the Better Business Bureau.
I sincerely hope this step will not be necessary and that Xfinity will resolve this matter appropriately.
Thank you for your time and attention. I look forward to your response.
XfinityFrank
Official Employee
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2.1K Messages
2 hours ago
Hi there, @user_nisxmu. Thanks for reaching out to us here on the Community Forum. Sorry to hear about this experience with your trade in. We would be happy to review the situation and see if there is anything that can be done to assist. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
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