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user_3jiyty
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Visitor

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2 Messages

Friday, August 21st, 2026 7:35 PM

They won't credit my trade in

I have switched services to xfinity since 2025 and I had nothing but issues. I ended up getting 2 more lines back on sep/2025 and I trade in 2 phones I received the trade email confirmation and now they are telling em I owe them and that I need to pay them and I got hit with a 2700dl bill and my lines are now disconnected. I have called and been in the phone for more than 7 hours at the time and I keep getting told I need to pay 

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15 hours ago

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XfinityEmilyB

Official Employee

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3.1K Messages

16 hours ago

 

user_3jiyty Thank you for posting on our community forum, so we can look into these trade in promotions. Did the devices meet the requirements for trade-in? When you received the confirmation Emails, what grade were the phones given by Assurant? 

 

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user_3jiyty

Visitor

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2 Messages

15 hours ago

I received emails saying my trade ins were accepted and it shows the amount that u was going to be credited per device. I can provide email for each device.

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XfinityEmilyB

Official Employee

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3.1K Messages

 

user_3jiyty Perfect, I'll collect all the necessary information to open a ticket and my Executive Xfinity Mobile team will investigate this further. 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.
How to Send Us a Direct Message: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it. 

 

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