trade in device ISSUE!

Unfortunately i am stuck in the same situation now, I have been with Xfinity from 2018, I did many trade-in earlier but that was in store, This time i did it online and i shipped trade-in device via shipping label (USPS) provided by Xfinity and tracking status shows as delivered but the status on my account is not update yet and i keep getting emails saying device needs to be sent before the due date otherwise the tradein credit will be cancelled. Reached out to @xfinity customercare many times but no help.  

The whole trade-in process is a scam.  8 days after receiving my phone, I was informed my phone was damage.  When I called in to find out why my phone was damaged, Xfinity pointed me to Assurant and vice-versa with no resolution to my issue.  Learning from this lesson, I should buy the new phone and keep my old phone, instead of doing the trade-in with these scammers.

Going through the same thing right now, traded in an iPhone 8 Plus 256GB for an offer of $600 credit over 24 months. Delivered almost 2 weeks ago and just silence. Phone is in working and undamaged condition. The phone's value is worth less than $100 trade-in elsewhere so if they scammed me, it wouldn't be a big deal but still sucks that a company this big can offer these type of deals to the public and not follow through with it. Way to go out of your way to [Edited: "Language"] customers.

Did your issue got resolved ? 

Did your issue got resolved ? 

This has by far been THE WORST experience with a trade-in.  I never had this issue when I was with AT&T...and I very well may be switching back or going with another carrier because of this awful experience with Xfinity Mobile.  I'm going on 5 billing cycles and still no $700 statement credit (pro-rated over 24 months).  I've spent countless amount of time dealing with their lackluster support for Xfinity Mobile.  They want you to do everything through chat when you need to speak with an agent!  It's beyond frustrating.  The times that I have spoken with someone it's the same old song and dance.  I have an escalation ticket (finally) for this...but they still have to "research" it.  I have an email confirming my trade in was received in April - what is there to research? Get your act together Xfinity.  I've been a loyal customer for over 22 years and I'm over this subpar service.  TERRIBLE SERVICE MODEL!!!!  This is a great way to lose valuable customers.

And here I thought I was one of the few and rare.  Traded in my device back in March for a $600 credit, proof of offer, delivery and receipt.  Offer was cancelled on their end called at 3,4,5 and now 6 months later and everytime told that they need time to process.  Latest was they emailed my case to "upper support" and I would receive an email within a week.  Still nothing.  Loyal 10yr customer and this is how I get treated, what a joke.  I agree maybe a class action lawsuit might be in order along with reporting to the BBB.  They do their very best to avoid speaking to anyone besides an overseas call center and seems they are instructed to ensure you never talk to anyone from the main offices.  Great way to do business, avoid the customer and take all their money.

This practice is disgusting!  [Edited: "Solicitation"]. I have all of my proof of receipt and confirmations too. As of 8/4 my ticket was escalated to the software engineer. Really?!?  Xfinity is the one offering the $700 credit so here’s a novel idea - get your systems in order BEFORE offering promos?!?!  This is the only reason I traded in my phone otherwise, I would have purchased outright from Apple with a discount!

I am frustrating and disappointing with this trade-in deal. I am a loyal customer of Xfinity since last 7 years. I have sent my trade-in iPhone 11 with very excellent condition to Xfinity via prepaid label provided by Xfinity on the very next day (28th July 2023) I have received new iPhone 14 pro. It's almost 3 weeks neither the status of the delivery at UPS site is updated nor Xfinity provided any status update. It is very frustrating following up on this with UPS and Xfinity again and again and find no updates. As mentioned in my account, for successful trade-in, parcel should be delivered to Xfinity by 14th Aug 2023.

On 27th July - I received new iPhone 14 pro from Xfinity.

On 28th July- I submitted the parcel to UPS to deliver my trade in iPhone 11 to Xfinity. 

On 04th Aug - I went to UPS office, UPS said it may be possible that the package is already delivered to Xfinity, but the barcode could have damaged that's why they don't have tracking information, so they asked to wait for couple of days. I have raised ticket as well, but they said to wait for 60 days and closed the ticket.

On 11th Aug - I contacted Xfinity Live agent on chat, He confirmed that my iPhone is in review, he confirmed model and IMEI number also, so this should not be considered as miscommunication. He asked me to wait until Aug 14th. I have captured the screenshot of the chat.

On 14th Aug- I contacted again with Xfinity Live agent, she confirmed me that the device has been reached to warehouse and the credit will get initiated within 24hrs. I have captured the screenshot of this chat as well.

On 15th Aug- After 24 hours when I checked the account again, I did not get any credits and it was showing the status in red and I contacted again with Xfinity Live agent she did not have any clue on my phone, she asked me about tracking number while previous 2 agents did not ask me about this information, they were able to find the updates within my account. She contacted her tier-2 team and created a ticket as well and she told me they don't have my parcel so they cannot initiate the credit, I need to wait until the parcel is delivered to Xfinity. I was shocked at that time; on previous day you said you have the phone and credit will be issued in 24 hours and the next said the story is opposite. What kind of scam is this? I could not believe; the big companies like @Xfinity could this to their customers. 

I will wait for couple of more days if I get updates or not. Xfinity does not pick up the call to discuss the matter I don't know where else to go. Please help in this matter.

Has this gotten any better?  Worried now as I am about to send in a iPhone 13 for $700 credit to assurant.

Girl same shit here!! Mine actually says delivered. I sent it 9/27 and says delivered 9/20 yet no update at all. I was told to wait but I have one more week till I’m qualified with trade in. 

Same story, different month.  July 2023.  I physically handed the phone in at the store and insisted on proof they received it.  Assurant is saying the store never mailed it in.  Your company protocol is not my problem.

I have spent over 20 hours trying to get my $600.  If I don’t the credit by tomorrow, I will contact the BBB and the FCC.

Once Xfinity realized this program was broken, they should have fixed it immediately.  It is scary to see the dates of these posts going on for more than 6 months.

Same problem and was still pending more than one month. Looks like Xfinity wants to renege on my offer. I don't think it need more than one month to re-do a shipping label. 

I will say that after almost 6 months and countless phone calls, escalation of cases - I FINALLY received a confirmation email, prorated statement credit(s) and am moving forward.  It was a painful process - moreso than it needed to be.  I don't think I will use this offer in the future and will just purchase my phone outright from Apple.  It would be helpful if the expectation was set on the front end that it can take up to 6 months to process the offer instead of telling customers that it will be a "few billing cycles".  That is not realistic and that is why people get upset and annoyed.