Visitor
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6 Messages
Device credit still not applied
I have yet to receive my device credit for my recently upgraded phone. I’ve had to pay the full monthly amount three times now and my current bill still doesn’t show the credit, which would mean I will have to pay another full monthly amount on 2/15/26, making that a total of 4. As for the current cycle of Jan 26 - Feb 25, my account still doesn’t show the credit. I even received an email on 10/25/2025 stating that my trade-in had been accepted and would start receiving the device discount on my next bill. As of today, none of that has yet to happen.
I need this matter resolved ASAP. I am owed the full $1,100 device credit promo plus 3 payments I’ve made of $49.99, which is the full monthly amount if no credits are applied. I also need my upcoming bill on 2/15/2026 to be adjusted and reflect the device credit promo as well as this current cycle corrected by showing the device credit.
XfinityJamesC
Official Employee
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2.7K Messages
6 days ago
Greetings, @sheas19! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your trade-in credits, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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