trade in device ISSUE!

Offer Number : [Edit: Personal Information]
USPS Tracking : [Edit: Personal Information]

rep told me they said they don't have the device yet, but USPS tracking said it have delivered and received WOW! for 3 months! getting lawyer ASAP

im moving away from xfinity mobile trade in device never again and will not coming back, will switch another carrier, nothing help from the customer service, always keep saying THEY HAVE TO RECEIVE IT FIRST ON THE WAREHOUSE! but tracking said have been DELIVERED! i guess.. this is a lost CREDIT! what a scam.. i guess USPS tracking is a lie.

Currently having the same issue and am on the verge of switching back to Verizon... sent my phone back with the label they sent me, and based on the tracking it was delivered on April 1st.. Nothing has been updated on their website about my trade in. I have called multiple times and they said it's not in there yet. I said how is that possible?? Then gave them the tracking info that showed them it was delivered on April 1st at 5:06 pm. After that they said it must not be processed yet and i would be updated via email when they do... Terrible experience. Will not be trading anything else to them... 

Currently in the same issue you are where my trade-in device was delivered to them in March. So far, no communications other than a "Credit cancelled" notice. Xfinity is unable to give the promotion since it is part of Assurant. When contacting Assurant by phone, their robot auto-answer keeps hanging up where I can never speak to a representative. Xfinity should be responsible for giving false advertisements and letting their customers down to their 3rd party companies. Very unprofessional and now our trade-in phone has been taken from us without any further notice.  If you are proceeding into litigation, a class-action lawsuit should be started.  

I am having the same issue. Sent in my Galaxy S21 in for credit during the Samsung S23 promotion back in February 2023. Was told that I would receive $550 promo credit to apply towards the new S23 phone. My trade-in was received by their warehouse the end of February and I received a confirmation email saying that it was received in working condition and qualified for the $550 credit. It is now the middle of May and I still have not received the credit. I have called every phone number and chat service that Xfinity has provided. I have spent countless hours communicating with them and Assurance and I keep getting lied to. Lies over and over again. I am planning on switching carries and seeking legal action as well. Fraud for not honoring the contract and theft for stealing the phone that I could have easily sold locally. I hope someone starts a class-action lawsuit so Xfinity is held accountable.

I also have the same issue. Shiped old phone in Feb. and got an acceptance email on Mar. 20. Trade in status is still in under review.status.

Had a chat with service rep and he told me to wait a week. Nothing happened. Contacted xfinity mobile again. This time they asked me to contact Assurant team to fix the problem. What??? They cannot resolve the problem? Today I contact the Assurant team and they couldn't fix the problem. I'm really disappointed and feel lost.  Is the  xfinity trade in program scam??

I'm sorry to say I am also having this issue. I intend to take them to small claims court now that I know they have a track record of not honoring these promos. 

New user.  First post.

I sent in 2 phones for a $700 trade in EACH

Tracking shows delivered.

I got a trade in cancellation email.

Xfinity and Assurant both shift blame to each other.

Excuses Excuses.

I will go to small claims court as well.

they can’t even find my old phones which were in perfect condition!

I too am having trade in issues.  Can somebody with some authority contact me please?

thank you 

So what’s a course of action that has results?

Same issue here.
Trade in received confirmed by their provided USPS tracking number on March 31st, way before their April 7th due date.

Called NUMEROUS times to XM support and trying to talk to a real person who are overseas and just given the runaround and an escalation ticket number by a tier two rep.

One CSR explained that the Assurant warehouse is very backed up and is taking them a prolonged period of time to go through and examine every phone.

I have not tried calling Assurant myself yet.

Today I tried calling again since I was given the escalation ticket number and a 7-day reassurance of the issue being resolved and have been hung up on 3 times with no call back.

This is way past being ridiculous. Where is our trade in credit Xfinity? Why are you just giving us the shaft when we do everything right on our end per YOUR terms?!

I was promised $550 for a working, damage free Samsung Note9. Which I provided in very good packaging to ensure it reached the destination in the same condition. It is the ONLY reason why I decided to upgrade my phone and now I'm stuck with an extra $60 a month instead of an extra $30.

We need ACTUAL customer service! This NEEDS to be escalated NOW!

Same case with me. I returned the trade-in on March 18th and still no update. I have contacted customer service several times, but they always give the same answer and have no effect. When I call the given number, it just says that there is no registered phone number. This is a complete scam. I'm going crazy.

Ok. I at least don't feel personally targeted, but my phone was received by Assurant in February and I'm still waiting. Also signed up for the trade credit in February. It's June! I love my phone service, but I'll never get another phone from xfinity. I feel like my awesome s21 was stolen. I don't have time to bug them by calling with no resolution. But if there is a class action suit, sign me up! Considering changing companies once this phone is paid off. Very disappointing.

I currently have the same issues. Final an agent said they would escalated a ticket for me. Today I got a email denied  my ticked told me to file insurance claim with the insurance company. This has been a nightmare. I am so tired of talk to agents via chat via call talk to several supervisor  noting. 

Same issue.  I've been dealing with this since April.  After an hour or two on the phone getting transferred repeatedly (internally and externally) I've been using the chat feature on the web since so I can copy a transcript and take screenshots of each conversation.  Every time I'm guaranteed the issue will be dealt with within 48 hours.  Given a ticket #, a chat id #, etc to follow up with.  Next bill comes and no credit.  Just got off my last chat with the same thing.  Guaranteed it'll be there next month for the 3rd time in a row! If it's not on the next bill I'll be opening a fraud case with my state's attorney general's office.  It's not even worth my time anymore.  Let them deal with it.

** UPDATE: I received an email the day after posting this that my account has been credited.  We'll wait to see what the actual statement says.  Hopefully this is the end of the struggle.

** UPDATE 2 (8/15/23): Just opened the mobile app and see the full credit was applied 7/21.  They actually applied a straight credit (as opposed to a pro-rated credit), so my balance is negative.  Even better.  Everyone having issues, keep at it!  This was for a phone purchased mid February.  Took 5 months and more than 10 calls and chats, but it finally got sorted.