Visitor
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2 Messages
September/October Trade-In Promotion issues
Hi, I traded in two iPhones (one 12 Pro Max, one 15 Pro Max), for the trade-in promotion for two iPhone 17 Pros. I traded in both phones at the same time, with the proper labels and everything, and according to tracking, both were received around the same time. The trade-in confirmation for the 12 Pro Max was a success, and received the promotional credit soon after, however my 15 Pro Max has yet to be checked. I've reached out to customer support multiple times over the past several weeks to have them follow up on it, and it's been way more than a month since I've traded it in. This is incredibly frustrating. They even open a case number for me and over the past few days I've gotten multiple texts saying that "the case is taking longer than expected".
Is my phone lost? I'm really wondering what's the issue here. It was a great condition, so I feel like I traded in my phone for nothing if I'm not receiving ANY credit for it.
XfinityAdrienne
Official Employee
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1.7K Messages
18 hours ago
Hey there, @js324! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I do apologize for the experience with your trade-in device and it being checked in. We would be more than happy to look into the details on our end with you, and make sure everything is completed with that 2nd device.
Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. We did receive the DM from you, and please continue with us there.
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