Visitor
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1 Message
Discrepancy with Trade-In Promotional Credit After Order Re-entry
I recently upgraded my phone through in-store pickup after my original online order got canceled by the system. Hoping someone can help me sort out a promotion mix-up.
On my original order, the checkout summary correctly showed a total credit of about $935 ($25.97/mo over 36 months), combining the promotional upgrade credit with my phone's trade-in value. That worked out to roughly $10.14/mo for the device installment.
On the new (active) order, only the base $600 promo tier is showing up ($16.66/mo) and the rest of my trade-in credit never got applied. I chatted with a rep about this, and they said it would get fixed once Assurant evaluates my trade-in device. Problem is, Assurant only handles the physical condition grading, not the promotional credits, so I don't think that's actually going to fix anything.
Could someone from the team take a look at my account and:
- Make sure the correct promotional credit is linked to my 36-month DPP
- Double check my return label details are correct, as I now have multiple trade-ins pending on my account
Thanks so much for the help!
XfinityAirelle
Official Employee
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3.4K Messages
2 hours ago
Hi there! Thanks for laying everything out so clearly. We can understand why you’re concerned, especially when the original order showed approximately $935 in total credits and the replacement order is only reflecting the $600 promotional tier.
Since the original order was canceled and then re-entered, we’d like to review the active device payment plan, the promotion currently attached to it, and the trade-in records on the account to make sure everything is lined up correctly. We can also verify which return label belongs to the active trade-in so there’s no confusion with the multiple pending entries.
Because this requires us to access the account and review the specific orders, we’ll need to continue through Modmail and authenticate the account before we can dig into those details. Once we’re in, we can compare the original and current orders and see exactly what is showing on our end.
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