Visitor
•
2 Messages
Pre Order cancelled but trade in linked to the order is still active
Subject: Urgent escalation required — canceled order has left trade-in stuck and is blocking new phone order
My Xfinity Mobile phone order was canceled at Xfinity’s direction. However, the associated trade-in transaction remains active in the system, and I am now unable to place a replacement phone order.
I have contacted customer support multiple times and visited an Xfinity store, but nobody has been able to clear the trade-in or resolve the issue.
This is not a request to cancel a valid new order. I need the stale trade-in associated with the canceled order to be manually canceled or released, and my account and device line cleared so I can place a new order.
Please escalate this to the Xfinity Mobile order-management or trade-in support team with the appropriate system access. If the issue involves Assurant or a separate backend system, please coordinate with that team rather than asking me to repeat the same troubleshooting steps.
Please confirm:
- The original order is fully canceled.
- The associated trade-in has been canceled or released.
- Any restriction preventing a new order has been removed.
- Whether my original promotional offer can be preserved if the cancellation was initiated by Xfinity or its representative.
Please provide a case number and a specific resolution timeline.
XfinityThomasA
Official Employee
•
4K Messages
2 days ago
Thank you for reaching out to us here for help, user_cn9351! Our team is here to assist. Please send us a Direct Message.
On a Desktop:
Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.
Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.
In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.
On a Mobile Device:
Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.
How to: Direct messaging within the forum
0
0
Gwizz2309
Regular Visitor
•
4 Messages
13 hours ago
This issue is not unique and you are not alone. Essentially if you upgrade a device and you have to cancel or it gets canceled without authorization (in my case) your account is locked for all intents and purposes. I have several tickets and I’ve spoken to executive level customer service and they are reacting like this issue is rare occurrence that requires days and weeks of research and investigation. You will lose your eligibility to upgrade if you have to cancel. Try to place a new upgrade and the system will not allow you to do it. Customer service can not help you. I was told directly to just wait. How long? Unknown amount of time is my impression. I was initially told 3 hours it will clear.
1
0