Visitor
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4 Messages
My trade in device to Xfinity has been lost in transit
I recently moved from T mobile to Xfinity and took a new 17 pro by trading in my 14 pro for 1100$ in credits. I then shipped my trade in device to assurant using the shipping label I received. It was stuck at a USPS location for days and then probably lost somehow. Now as a customer I did send my trade in device and I also had spoke to the Xfinity team to provide me with a UPS label instead of USPS as I have had bad experiences with USPS in the past already, but the customer service tram said they could only do it through USPS and now here I’m.
my first month’s bill is to be billed soon and I’m worried that I wont be getting the credits. I have a whole video of me packing my 100% perfect condition device to ship it out to these Assurant guys. Now who is responsible for this and what about my credits ? I spoke to your customer service agent but looks like they dont know what they talk and are totally unaware what customer satisfaction means.
I sincerely request help from Xfinity team to resolve this issue.
user_pfg4cz
Visitor
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2 Messages
14 days ago
I am in the exact same boat, shipped an S24 back to Assurant using the provided labels on 10/14/25 and the last update was in TX on the 22nd saying arriving late. The support staff is sending me in circles and i finally got a half answer that if the phone is lost or stolen enroute, the credit goes away and obviously you don't get your old device back. I still owed some money on that device so now not only am I responsible for the full price of the Xfinity phone but now the phone that was only stolen because i trusted Xfinity to handle the trade in.
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user_vxz59c
Visitor
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3 Messages
14 days ago
I originally initiated a trade-in that included two devices:
iPhone 14 Plus
iPhone 15 Pro Max
...to receive two new iPhone 16 Pro Max devices.
However, upon receiving my returned iPhone 14 Plus, I contacted your support immediately to understand what went wrong. After several phone calls and an in-store visit, I was informed that your system had incorrectly registered two iPhone 15 Pro Max devices for trade-in, instead of the correct 14 Plus and 15 Pro Max.
Resolution Offered:
After multiple conversations and no timely resolution, your support informed me that the only solution was to start a new trade-in process, for which I was given:
A new device (iPhone 17 Pro Max)
A $400 trade-in credit
...but under the condition that I return the iPhone 16 Pro Max and keep the iPhone 14 Plus.
This “solution” has forced me into an unfair situation where:
I am now responsible for reselling my iPhone 14 Plus on my own.
I have paid approximately $350 in taxes and installment payments for the iPhone 16 Pro Max, which I now must return.
The $400 “discount” you applied toward the iPhone 17 Pro Max is being framed as a trade-in for the 16 Pro Max.
Key Issues:
The initial trade-in error was not my fault.
I was not offered a real solution to the error, but rather pushed into a new full-payment plan for a different phone.
I lost the trade-in value I should have received for my iPhone 14 Plus and 15 Pro Max, especially the expected $700 credit.
I paid real money ($350+) for a phone I no longer even possess.
So in assume I got rejected traide in, huge wasted time and a brend new phone for full price because of some employee mistake... That's crazy.
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user_vk97
Visitor
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4 Messages
14 days ago
@Xfinity Support How’re you even doing business with such horrible customer experiences everywhere ? Could you please offer a solution to our case ?
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XfinityMarcus
Official Employee
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1.9K Messages
12 days ago
user_vk97 thank you for using the Xfinity Community Forums page to reach out regarding your trade in device and promotional credits. I know that I would also want to fully reap the rewards of my promotional offer as well. Please send me a direct message with your full name and complete service address to get started.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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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