8 Messages
Trade In Complaint- Would Appreciate Any Help
Went to store 7/22 to upgrade during this latest iPhone promotion. The sales associate evaluated my trade in device and based on model and condition (my phone was in perfect condition and to be safe i took photos and a video of the phone turning on just before going to the store) assured me i would get $600 in 24 monthly credits. He then said that they had no new iPhones in store and i would receive the iPhone at home in 2 days which I was fine with. When he tried to complete the transaction the system said “unable to process” so he asked the Store Manager who said that I would need to mail in the trade in and it could not be accepted in store as they could only accept it if they gave me a new iPhone. I reconfirmed a couple of times and they assured me i would get the full $600 for my trade in as it showed in the system and my phone was in very good condition. So they did the transaction in store but i had to mail in trade in device. At no point did they make me aware what the mail in process involved or i would just have gone to another store to complete the transaction. .
The new iPhone was shipped on 7/24 and I received it 7/26 and I also received the mail in label for USPS at 4.30 pm on 7/24. I mailed out my trade in immediately at 4.50 pm, 7/24 and have a USPS Delivery Confirmation of it being delivered to the York PA address on 7/26 at 12.49 pm. As of today my online account shows no update of the trade in being shipped or received by them and keeps saying to mail in within 21 days. I have received emails every 2 days including today asking me to mail in the trade in device. Also the billing online shows i have to pay full monthly price for the phone. Have called Xfinity Mobile four times so far and each time the agents told me that I am fully qualified for the promotion and that they can see it my account and I should ignore the emails asking me to send the trade in device and I would receive an email in 24 hours confirming the trade in credits. I requested them to make a note on my account of my USPS tracking number which confirms delivery. So far I have received nothing but false promises from Xfinity Mobile. My buyers remorse window to return the new iPhone closes shortly. My window to mail back the trade in closes shortly after when I assume they will remove the trade in credit for my return. So I will be stuck with a phone at full price and have no access to get my trade in back. How difficult is it to have a system that scans the barcode as soon as the trade in device is received and updates the account that the phone was received. Also its only fair to complete the trade in process before the buyer’s remorse period of 14 days is over.
Sadly, at this point, with no concrete feedback, the mail in trade in program definitely feels like a scam and a restrictive way of making you buy a new phone at full price and stay locked in to Xfinity Mobile for another 2 years. In the process they are making me loose a perfectly good trade in device. Its just sad the wasted time and stress that I have had to undergo to get this sorted out and currently am no where close to seeing the end of the tunnel. Any advise or help to sort out this issue would be much appreciated. I hope Xfinity Mobile gets back to me soon so i don’t have to take any drastic measures. I have been a Xfinity customer since I can remember at all my residences and a Xfinity Mobile customer since they started the service 6 years ago.
Accepted Solution
kulsanjay
8 Messages
11 months ago
Received an email today 8/6 from Xfinity Mobile saying "Your Trade in has Shipped and is on its way to us." A couple of minutes later got an email saying "Trade In has been Accepted, trade in credit will be applied to your monthly statement." So hopefully my credits get applied and this may be the end of the tunnel for me... However I still believe that the mail in process can be more streamlined and a lot less of a harrowing experience for the customer and a lot more positive vibes for Xfinity Mobile. I hope the executive who is responsible/owns the Trade In Program at Xfinity Mobile is listening... at the very least update your SLA with Assurant to insure a stress free experience.
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XfinitySara
Official Employee
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1.1K Messages
11 months ago
Hello, @kulsanjay! Thanks for reaching out to us regarding your mobile questions and concerns. I'm sorry to hear of the trouble you've had with that trade-in. Since Xfinity Mobile support is limited for our Digital Care Team via social media, we ask that you reach directly out (by call or text) to our Xfinity Mobile Sales and Service team at 1-888-936-4968 for further assistance with your mobile device. It sounds like you've called before, so try text next if you can, please. You may also use our Secure Online Chat where an Xfinity Mobile expert is available 24/7! Please let us know if you're able to get a hold of them in one of those two other ways, and we'll be here to assist however we can :)
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imacat_IRL
New Poster
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8 Messages
11 months ago
Welcome to the Xfinity Mobile Trade-In [Edited: "Inflammatory"] Boat, sponsored by Peacock. Almost everybody who has traded in a phone via mail is going through the same thing and you won't be getting the credit without a fight. [Edited: "Inflammatory"].
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kulsanjay
8 Messages
11 months ago
On 7/3, as a further follow up, visited the store where the entire transaction was done. Was in the store for well over an hour. They made various calls to different departments and teams but finally came up with nothing. Gave them the USPS tracking number and they confirmed Delivery. The told me trade in device was definitely at the warehouse but needed to be input into the system. I asked the Asst. Manager of the store (to be fair he was extremely helpful and put in a lot of effort into making the calls himself) wether I should return my new iPhone as my 14 days buyer's remorse period was ending soon but he once again assured me that within the week I would see the credits on my account and I definitely did not need to return the phone. I explained to him that I really could not afford a $830 phone and had only taken the phone because of the $600 trade in credit promotion which the same store had confirmed after checking my trade in phone. I finally left the store with a 100% guarantee from the Asst. Manager that I would receive my $600 credits.
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user_bdecbe
1 Message
11 months ago
Found this because I was trying to figure out my own similar issue. Just a week ago I was online looking at trading my old iphone in for an iphone 14 on xfinity mobile's website and it said $600 credit over 24 months, decreasing my monthly payments by more than half to get a new phone. While I was thrilled with this, I was worried about possible issues getting a new phone up and running when I was entering a period of time where I was going to be using my phone a LOT (hard to explain, essentially I needed to be in call-based communication with quite a few different people and companies on time sensitive stuff...) so I refrained from turning my phone in at that time. Then today I was looking into it again and all xfinity is willing to give me now is an $80 check mailed to my house. Soo... I'm thinking I won't be trading my phone in after all and will just deal with it's low battery life and constant screen freezing until I can figure something else out. But... truly disappointing. I have no idea what changed in the past week to make my phone lose apparently $520 of value.
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user_9bd069
Visitor
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9 Messages
11 months ago
This sounds so frustrating I can’t imagine!
xfinity mobile being a whole different part of xfinity is something I didn’t realize before getting myself in a big mess with them. I understand how impossible it feels when you’ve called and spoken with them and get nowhere. Also, they sure love to promise a lot and can’t seem to ever follow through.
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user_de9d3f
1 Message
11 months ago
I am having the same problem. My trade in was shipped 2 days after I got the mailing label. I was supposed to get it there by August 6th. They got it August 2nd. Never got updated, now my trade in appears to have falling off the system. It just says I owe $800 and they got my perfectly fine I-phone 13. I want it to be fixed. I just keep getting the oh don't worry about it , it will show up from the customer service lines. I am worried about it. I want my monthly credit.
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user_01ec2b
Visitor
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5 Messages
11 months ago
I purchased two phones under that promotion. I had the tracking results that the phone had been received and was wait for pick up. Counting the week it took almost three to get an email confirmation telling me the trade ins had been excepted.
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Jennyb7916
2 Messages
10 months ago
I was trding in my old phone to get a promo of $800 towards a new one sent my tradein phone in which is in perfect condition 2 weeks later i get it back in the mail that says it is ineligable due to damage there is no damage on the phone what so ever ive veen tring to call to figure out what is going on no one seems to kno y it was considered damage and that it will get resolved and someone will call me back in 24 hours going on a week now been calling everydayand same thing someone will call u in 24 hours still no answer [Edited: "Language"] its all a scam to get u to get the new phone and pay full price
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user_okv3dc
1 Message
9 months ago
I traded in my 2 phones 1 Iphone XR($600) and 1 Iphone 11($700) both phones were delivered on 10/10 and 10/14 but the trade in status never update.
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wmadison
Visitor
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1 Message
9 months ago
Having similar issue trade in shows delivered but account shows nothing. Been on live chat now for almost 2hrs and nothing. My account says if not in by 11/3 the trade in is canceled. That sounds like they are stealing my old phone. Usps shows delivered but they don't show it. Super frustrating and disappointing.
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user_ac7363
Visitor
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2 Messages
9 months ago
Unfortunately, I’ve had a similar frustrating experience with the $600 trade-in “promo”. I spent 2 hours at an Xfinity store where they sold me a new phone and then assured me the $600 credit issue would be corrected within 1-2 weeks on the back end (technical issue) and I would be contacted about it. I have a ticket number and have contacted support numerous times and been lied to almost every time and have not once got a call back about my ticket. It is now over 3 months later and I don’t know what to do. Before leaving the store, the service agent gave me a written account of everything he did so I have documentation. Unfortunately, customer service is non-existent.
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matt96teg
Contributor
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35 Messages
9 months ago
I have this same issue also. Trade-in my phone in February, got an email in March from Xfinity Mobile stating they received my phone and my $650 credits should be applied soon with an email receipt. They all follow the same ITG's and tell me the same thing.
I still don't have any credits and they all keep telling me they will fix it. They also keep telling me to call Assurant and Assurant tells me its an Xfinity issue and a tier 2 agent can fix it. 7 months later I keep getting the same run-around with no credits. Now they are telling me an Xfinity store can fix this.
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user_81kkbb
2 Messages
8 months ago
Same problem here with me I traded mine 7/19/2023 up to now I still have my old phone with me, promised a $600 trade in value, keep coming back at xfinity store but they can’t help me
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mrunowho
1 Message
8 months ago
I am having a similar issue. I traded in an iPhone for a $700 credit back in July. On August 9th I received the email that my trade in was accepted and in good condition and I will receive my credits. It is now almost December and I have yet to receive my credits. I have spent hour and hours on the phone with support and made 2 trips to the store and getting nowhere. I have a case number and last week when at the store the employee told me that nobody has touched the case that has been open for over a month. I will never trade in a device to Xfinity after this experience. I’ve been with them for 5+ years and when this phone is paid off I am leaving.
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