Assurant

We purchased it at the Deptford NJ store and it was delivered to our
home a few days later. The Xfinity customer service rep told us the
offer was for a $200 promotional offer to be decremented monthly from
our bill (this is being done) and a $220 one-time payment for trading
in her old iPhone 11 Pro. However, the documentation (typo) says
iPhone 12 PRO MAX when the phone was an iPhone 11 PRO MAX. We received
an email from Xfinity on September 16 with the details and shipping
information including a pre-addressed label. (Both pdf’s attached). We
packaged the phone and used the pre-addressed shipping label from the
instructions.

We tracked the shipping of the phone and got confirmation that
Assurant had received the phone on Sept 30. We had no communication or
confirmation from Assurant that they had received the phone or when we
could expect the $220 trade in check.

We went back to the local (Deptford) Xfinity store on 2 separate
occasions to find out when we could expect the $220 but no one there
had a clue and told us to contact Assurant. They really seemed to care
less. I pointed out to them that this was XFINITY’s offer. The offer
says Assurant AND Xfinity mobile. They disclaimed any knowledge of
Assurant or how to help us. We are Xfinity Mobile customers and NOT
Assurant customers. That’s what triggered the negative review.

Now it’s been left up to us to contact Assurant. That started with the
Xfinity rep in Deptford giving us the wrong Assurant phone number and
after spending over an hour searching, I found the correct number. The
Xfinity rep said it would take 4-6 weeks for Assurant to process the
trade in. To date, we have NOT received ANY emails or calls from
Assurant. This past Monday (11/11), after waiting 6 weeks, my wife
called Assurant again.

The first rep she talked to at Assurant was Chris (male). She was on
the phone with him for an hour and ten minutes, most of that time on
hold while Chris did his research. Chris finally informed her that the
address on the shipping label provided to us by Xfinity was the wrong
address because they no longer use that warehouse. Chris did confirm
that they received the phone on September 30. He also said he would
open a case (Edited) and that we could expect an email
within 24 -72 hours.

We received no email. My wife called again on Thursday 11/14 and spent
close to 3 hours trying to talk to a rep or manager. Her call was
disconnected at least 4 times, and she had to call back and go through
the automated call routing menus to get to talk to another rep. She
finally connected with Mark who identified himself as a manager. She
gave Mark the case # that was opened by Chris. He told her he would
escalate the case and put her on hold for 35 minutes and then the call
was disconnected once again.

My wife called back later that same day and again, had to go through
the automated menus and when connected to a rep was disconnected
multiple after being placed on hold. My wife insisted she speak with a
manager and was finally connected with Alex (female manager). Once
again, she spent an inordinate amount of time on hold. After more than
an hour, Alex told my wife that the case was on escalation and that
she would receive a check by November 25th but since it was on
escalation she could not send an email with that information because
it had to come from “the back room” and since it was on escalation,
she expected that my wife would get the email in 24-hours. That email
has not come at the time of this writing and we still have had no
communications from Assurant since we started this process.

All told, my wife has spent more than 4 hours on the phone, much of
that time on hold, with Assurant trying to get a simple answer to when
she could expect her $220 trade-in offer. This is an incredibly
aggravating experience and does not reflect well on Xfinity’s ability
to provide world-class products and experiences.

I understand that Assurant is a subcontractor to Xfinity Mobile, but
that subcontractor is creating serious customer service issues for
Xfinity Mobile that are resulting in negative customer service
experiences. Given what my wife has been experiencing, it appears to
me this is how Assurant does business, hoping that customers will
become frustrated enough to write off the deal. Not a good look for
you guys.

I believe that it is incumbent on Xfinity to proactively manage their
subcontractors and resolve this issue ASAP. My wife would be satisfied
if Xfinity paid off her iPhone 16 PRO MAX as compensation for her
aggravation, time and treatment.