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user_9d7138
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4 Messages

Tuesday, January 7th, 2025 8:47 PM

Never received credits after phone trade-in; ticket was closed without solving the issue

I never received credits after phone trade-in and my ticket was closed without resolving the issue. I'm really fed up. At this point Xfinity is not holding up their end of the agreement. I brought this issue to Xfinity's attention a month ago after waiting since August for my trade-in to be accepted. I really need this to be resolved now. My ticket number is/was ECM0010990202.

Edit was for grammar/wording

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Updated 

3 months ago

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user_u7usoa

4 Messages

3 months ago

Has this been resolved?

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user_9d7138

Visitor

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4 Messages

No it hasn't

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3 months ago

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user_9d7138

Visitor

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4 Messages

3 months ago

Been two days and no one has tried to help. Guess I'll go plaster all over social media about how Xfinity is seemingly OK with stealing phones. Maybe that'll get some attention.

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user_qdet4v

4 Messages

They are stealing phones without any shame or regret. It has been three weeks for me, and even though the ticket was closed, the resolution was simply to 'wait.' No compensation was applied to my bill, and I am still expected to pay full for the device

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3 months ago

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user_9d7138

Visitor

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4 Messages

I have actually had to wait over a month for a trade with them before which I why I waited so long on this one. I've had luck using Twitter ("X") in the past and that's where I'm working with someone now. Seems mine was marked received and in good condition but my credits were never applied so it's getting run up the ladder. Fingers crossed... 

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3 months ago

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XfinityAlfonso

Official Employee

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1.5K Messages

Hello user_9d7138 thank you so much for taking the time to reach us here on our Xfinity Residential Forums about this trade-in concern.  I do see you mentioned that you've gotten assistance via X/Twitter, but we are ready and available to assist with this or any other concern. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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