3 Messages
Unacceptable Trade-in remarks
[Image Removed: "Personal Information"]
I bought an iPhone 16 from Xfinity in December, and I sent in my iPhone 12 Pro for trade-in. But then, my trade-in was rejected because apparently, the IMEI number I provided didn’t match what you had. Well, here’s the thing – every iPhone has TWO IMEI numbers, and nowhere was it specified which one I should provide. I gave the second IMEI during trade-in details.When I spoke to your representative, I gave both the imei (first and second imei) to the representative and she even confirmed that the first IMEI matches the device you received.
Now, after all this, my phone has been returned to me, and I STILL haven’t received any credit for it! What’s going on here?
I’m attaching a photo of my phone with both IMEI numbers, along with the ticket number for this issue: [Edited: "Personal Information"]. If this is not resolved immediately, I want to return my iPhone 16. I’ve been a loyal Xfinity customer for five years and just switched to Xfinity Mobile, but after this ridiculous service, I have no interest in being a customer any longer. Fix this, or I’m done!
Accepted Solution
XfinityThomasB
Official Employee
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2K Messages
5 months ago
user_b3h63j
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
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EG
Expert
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110.8K Messages
5 months ago
The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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user_w3mctx
9 Messages
4 months ago
I am also in the same boat. Sent my perfectly fine old iPhone 14 pro on Jan 6( took the photo of phone condition before shipped). Today I received an email that my trade in is rejected due to serial number mismatched which is a lie. Beside USPS tracking showed me my package sat in their transit center in Lewisville since Jan 12 and no further updates. I am very confused and felt like i am scammed. Now xfinity told me they will send back the old phone. According to all the posts here, now i am having concerns that i am going to lose my good condition phone and paying bills for upgraded phones without credit.
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