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user_ppk2ud
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Thursday, March 5th, 2026 6:34 PM

Trade in a 16 pro max for a 17 program with the buy out promotion and still no prepaid card

I have had enough of back-and-forth with customer service, of hanging up the phone, of lying, and of pretending to transfer you to people who can help. THIS HAS BEEN THE WORST EXPERIENCE WITH A COMPANY'S CUSTOMER SERVICE. No one can give you a solution, and when they escalate an issue, they PROMISE they will reach out and never do. It has been MONTHS since I was told this issue would get fixed, and NO ONE HAS REACHED OUT. If you are not going to give me my prepaid card, then give me back my phone and take the 17 Pro Max. 

TICKET NUMBER: (personal information). It was closed without any update, and every single time I call, people don't know what to do. 

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2 hours ago

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XfinityOrlandoM

Official Employee

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3.1K Messages

2 hours ago

@user_ppk2ud

Thanks for reaching out to us,  we do apologize for any inconvenience what you're having with your buyout promotion. You've reached out to the right team to help you get this resolved!

 

To get started go ahead and send me a direct message including your first and last name and complete service address

 

 

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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