Visitor
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1 Message
Frustrated with Xfinity Mobile support regarding Trade In
On April 7, 2026 I switched from TMobile to Xfinity Mobile and received an IPhone 17 Pro for both my wife and myself. I had trade ins for both phones to receive $600 trade in for each IPhone 14. On April 8, 2026, I sent my IPhone 14 to the Assurant/Xfinity warehouse and immediately received a confirmation email on this shipment. On April 10,2026, I shipped my wife's phone but did not receive a confirmation email for this shipment. When i look at the Xfinity website for my phones, it still shows that my wife's phone has not been shipped and says that i have until April 28,2026 to send the phone or lose trade in. PLEASE NOTE, both have been RECEIVED BY ASSURANT/XFINITY AND I HAVE USPS CONFIRMATION OF DELIVERY. WHEN I TALKED WITH XFINITY MOBILE SUPPORT, THEY STATED THAT MY WIFE'S PHONE HAS NOT BEEN FOUND IN THEIR SYSTEM AS SHIPPED AND THERE IS NOTHING THEY CAN DO. I DO NOT WANT TO LOSE THE TRADE IN VALUE OF MY WIFE'S PHONE.
THIS IS THE FIRST TIME I HAD TO MAIL IN MY TRADE IN. WITH TMOBILE AND ATT DOING A TRADE IN IS DONE ON SITE AND CREDIT GIVEN IMMEDIATELY. SENDING IN A PHONE COMES WITH GREAT RISK SUCH AS LOST IN MAIL OR WAITING FOR IT TO BE ASSESSED.
PLEASE HELP AND LET ME POST A DIRECT MESSAGE SO I CAN SEND THE IMEI AND USPS TRACKING CONFIRMATION. I WANT TO MAKE SURE THAT I DID SEND IN THE PHONE SO I CAN GET THE PROMISED TRADE IN CREDIT
XfinityChristy
Official Employee
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2.7K Messages
9 hours ago
Based on what you shared, it’s a good sign that you have USPS delivery confirmation showing the device was received. Situations like this usually require a deeper review, and we can help get that started.
To move forward, please send us a Direct Message with the following so we can review the account and see the best way to assist:
We’ll take a closer look and work with the appropriate teams to ensure your trade‑in is accounted for.
One quick note for future posts: our Xfinity Community Guidelines ask that messages not be written in all caps, as it’s considered shouting and can violate community rules. You can review those guidelines here:
https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
We truly appreciate you bringing this to our attention and giving us the opportunity to help. Please go ahead and send that Direct Message, and we’ll take it from there.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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