Visitor
•
1 Message
Ongoing Billing Error & Missing Trade-In Credits – No Resolution After 1 Year
I have spent over a year trying to resolve an unresolved Xfinity Mobile trade-in and billing issue. Xfinity has already confirmed receipt of my 2 trade-in devices, yet my trade-in credits were removed and 2 additional lines were incorrectly added to my account.
I have contacted support repeatedly and multiple tickets have been opened with no resolution. Today I spent over an hour on the phone with a supervisor, including extensive hold times, and the call was disconnected without resolution.
I am requesting immediate executive review and resolution including:
- reinstatement of all trade-in credits,
- retroactive reimbursement for missed credits,
- correction/removal of incorrect lines and charges,
- and written confirmation of the resolution.
If this matter remains unresolved, I will proceed with FCC and consumer protection complaints regarding unresolved billing errors and failure to correct acknowledged trade-in issues.
XfinityRay
Official Employee
•
4K Messages
27 days ago
Hi there, @user_ypltqn! You are at the right place for further assistance with the trade ins and billing. We can further investigate and get to the bottom of this. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's 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
0
0