Regular Visitor
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12 Messages
Device credits not being applied after trade-in
I traded in an iPhone for an iPhone 17 a few months ago. The trade-in was accepted and the device credits were successful applying to the account each month. Suddenly, after a few months, they stopped applying and my bill jumped up. The customer service rep said that the line was not on an eligible plan so the credits stopped.
I think what actually happened was a credit was made to my account for a different issue and that accidentally accelerated the device payments in the system and caused the device agreement to become void. Please help!
stamk0328
Visitor
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1 Message
2 days ago
I have the same problem. They have provided the promotional discount at the time of purchase but now they have mentioned as it's not gonna apply to the current line.
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XfinityAirelle
Official Employee
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3K Messages
5 hours ago
@JerodC
Thank you for laying that out clearly. I can absolutely understand why that would be concerning, especially when the credits were applying correctly for months and then suddenly stopped.
Device credits are tied to two main things:
• The line staying active
• The line remaining on an eligible plan for the duration of the agreement
If either of those conditions changes, the promotional credits can stop.
Now, regarding your theory about a separate account credit accelerating the device payments — that normally would not void a device agreement. Promotional device credits are system-driven and tied to the installment plan, not to general account credits. A lump-sum credit to the account usually applies toward the overall balance, not directly toward paying off the device early unless the installment plan itself was manually paid down or closed.
That said, there are a few scenarios we need to verify:
• Was the plan changed at any point after the upgrade?
• Was the device installment plan altered or paid off early?
• Is the line still on a qualifying plan for that specific promotion?
• Does the promotion still show attached in the system, or was it removed?
If the credits were applying properly for several months, that suggests the promotion was correctly attached at activation. When they stop mid-cycle, it’s usually due to a plan eligibility change.
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