Visitor
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1 Message
Xfinity lost my phone
On July 30th, I went to one of the Xfinity Stores and traded in my iPhone 14 Pro Max for a 16 Pro Max. Since then, I've been calling and going to the store because my trade-in was never credited to my account. After months of trying, they finally admitted that my phone was lost — they have no information, no tracking, nothing. So basically, my phone was stolen, and now I'm paying for a new one.
It's so unfair and absolutely absurd that this happened. The store doesn’t answer my texts, and when I go there, they say there’s nothing they can do. Unbelievable.
XfinityPaula
Official Employee
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1.7K Messages
1 day ago
Hello user_tdbmgn! Thank you for being a Xfinity customer and for taking advantage of our trade in offers for our Xfinity mobile services. I'm very sorry to read of the trouble you have been dealing with due to the iPhone 14 being lost in shipment. I'm also sorry that our peers at the store have not been able to help you. I know how vital it is to receive the promotions that we offer to our customers. Especially this time of year. We can open an investigation for the missing trade in and help have your account credited for the device.
Please send us a direct message with your name and service address. We will work with our mobile team to figure out what happened.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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. The "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
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