2 Messages
iPhone Trade-in Not Being Honored
I made an order back in September to trade-in an iPhone 13 Pro for an iPhone 16 Pro where the new phone would be free in the form of bill credits over the course of 24 months. I sent in my 13 Pro right away and it has since been delivered to Assurant. However, the bill credits are not reflecting on my account. I have called customer support pretty much almost on a weekly basis being told it will show in a matter of days or the next billing cycle. Two weeks ago an agent opened a ticket saying this will help to escalate my issue. This is becoming problematic as I have been paying for the phone at this point xfinity is not honoring the trade-in in which is the reason I even changed phone carriers. It feels like my phone trade-in was taken and I could have traded my phone somewhere else for better service.
XfinityMarcos
Official Employee
•
2K Messages
20 days ago
Hello user_1u93sy, I can imagine why this experience left you looking to other providers. It is true that it can take 2-3 billing cycles for your billing credit to appear, it ultimately depends on how soon your device is reviewed and your billing cycle timing. You mentioned that you've already changed carriers, were you looking to get your Trade-in credit rather than the billing credits?
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