Visitor
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3 Messages
Mobile phone trade in help
In January 2026, I traded in my wife's IPhone 14 Pro for a new IPhone 17 Pro at a local Xfinity store. I was told I would receive up to a $700 credit towards the cost of the IPhone 17 Pro if I sent her old phone to Assurant for their evaluation. I sent her phone using an XFinity US Post Office label to Assurant in Lewisville, TX, on January 23, 2026. It was received in Lewisville on January 31, 2026. Current USPS tracking says the phone, as of February 4, 2026, is in transit to the next facility. I called the US Post Office in Lewisville two weeks ago and was told that Assurant had it. I went to the local XFinity store last week and was told this delay is normal and that it should be evaluated soon. I was also told that once that evaluation was conducted by Assurant, I would receive the trade in credit which would be back dated. Seven weeks to receive and evaluate my wife's phone is excessive. How do I go about getting her phone evaluated and/or that credit applied to my account? I have all the USPS tracking labels
XfinityJeff
Official Employee
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765 Messages
3 hours ago
Good morning @BBTs1764, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the phone trade in, I know how frustrating that can be, but you have come to the right place for assistance with this. On the Xfinity mobile website there is an option to check on the trade in of a phone. You can find the instructions to do that here. When you check on the website, does it show the status of the trade in?
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