Purchased iPhone 17 with trade-in credit

Purchased an iPhone 17 with trade-in credit and then when the phone arrived, I took it to the store to ask about the credit and it turns out that the salesman never put the credit or upgraded line in the system so am I now stuck paying the full price of the phone or can I get the deal retro activated since the phone was on backorder and now the deal is over?

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XfinitySean

Official Employee

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260 Messages

16 days ago

Hi there user_wb3tjq, thanks for reaching out through our community forums! I'm glad to hear you were able to get a new iPhone 17 from us, but I'm sorry the trade-in credit did not apply. You've come to the right place to help, and we can certainly look into what needs to happen for you to get the credit applied to your account! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started!

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3J0ir1l

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send

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user_wb3tjq

5 Messages

After going to the support they seem unable to help, they don’t seem to understand what I’m telling them, is there another way to get a hold of someone who understands my predicament?

Manager at the xfinity store has been giving me the run around and never returns my messages and it is really frustrating.
Thanks for any help!

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5 days ago

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XfinityNatalie

Official Employee

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434 Messages

user_wb3tjq

We can assist you further with our Digital Care team here through direct message to ensure this issue is resolved to the fullest. I understand where your concern is coming from after the journey you have been through. I can assure you that we will do everything within our power to provide a final resolution. You can follow these steps below to get started:

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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3 days ago

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user_wb3tjq

Purchased iPhone 17 with trade-in credit

XfinitySean

user_wb3tjq

XfinityNatalie

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