Contributor
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35 Messages
Received an email that trade-in was accepted but no credits applied
I received an email on 10/2/2023 that my trade-in was accepted for $700. No trade-in credit has been applied. I also trade in 2 other phones shortly after, and those phones were accepted and credit is applied already. When I chat with xfinity, they tell me to wait 30 days, which I did. Then they tell me to call assurant, which is impossible because the number they gave me is for the mobile protection plan, and I cannot get through to a person because I do not have a phone number that is part of their plan. Then I chat with xfinity again and they tell me to wait 2-3 billing cycles, even though the credits applied immediately on my other two lines once I received the email that my trade-in was accepted.
Basically a perfect iPhone 13 trade-in was accepted, email stating I'll get $700 in credits received, but no credits applied. Has anyone found a way to get this resolved?
not_too_shabby
Contributor
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35 Messages
11 months ago
I spent an hour and a half at the xfinity store on Thursday. The issue is that somehow during activation, both IMEIs were activated on the phone and so the device shows up at BYOD. Because of that, there are no payments showing and so no credits are being posted. The lady in the store was on the phone with tier 3 customer support for an hour. Supposedly it's going to be resolved in 7-10 days, but I'm not holding my breath.
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not_too_shabby
Contributor
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35 Messages
11 months ago
I still need help with this issue. I spent 1.5 hours in the store, and a case was submitted to Tier2 tech support, but the issue is still not resolved.
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not_too_shabby
Contributor
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35 Messages
11 months ago
I have tried reaching out. I spent 1.5 hours in the store. I have texted, I have chatted. I just get the run around.
This was the result of my last chat...."I have checked your account and I can see the device was successfully activated on Oct 14, 2023, and your billing cycle is Oct 18 - Nov 17. Bill credits will start within 30 days after Assurant has received and graded the trade-in. Service charges incurred on the current cycle cannot be disputed until the billing review period begins on Nov 18, 2023."
So not it's November 20th and the credits weren't applied, so I am chatting with them again.
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