Visitor
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1 Message
Trade in disaster
My device was mailed within the required window using Xfinity's prepaid label. USPS tracking explicitly shows 'In Transit.' Xfinity closed my ticket and is refusing my promo credit until it is received. Because Xfinity owns the corporate shipping label, the shipping risk is yours. I need a Tier 3 Mobile Escalations Specialist to manually review this tracking data and apply my credit. I can't submit a claim with USPS because I am not the sender, Assurant is. I typed my IMEI into assurants website and the phones appear registered to new phone numbers so I know they were stolen. My USPS tracking has stopped updating since July 2nd in Philadelphia. I have done my part and mailed two phones in (and have proof) and am being denied my trade in value because it was not received by assurant (because it was stolen in transit!) I am beyond frustrated after being an xfinity customer for over a decade.
XfinityRoberto
Official Employee
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2.4K Messages
14 days ago
Hi there and welcome to Comcast @user_k1s8f7. I am sorry to hear that you are going through this with your trade promo credit. We are happy to take a look at this for you and get someone to work on your case.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
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