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kristabutz
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Wednesday, December 4th, 2024 12:18 AM

Trade In Issues

I shipped my two old phones on on 11/1/2024 and I have yet to receive a credit to my account. Tracking shows one phone delivered and the other still in transit. Please help. 

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8 days ago

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mahamanaha

1 Message

12 days ago

Hey there, same boat here. USPS says it was delivered on 10/18 but assurant says they haven’t received it according to Xfinity. It’s not a small credit either. This is kind of ridiculous. Let me know if you find a way to get this resolved.

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XfinityJorge

Official Employee

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1.7K Messages

 

mahamanaha Hello! Thanks for using our Forums to contact us and we are sorry to hear about the troubles you had had with the recent trade in you sent. If you are still impacted and having issues, please send us a DM. 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
 
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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9 days ago

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XfinityVianney

Official Employee

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1.8K Messages

10 days ago

 

kristabutz, 

Thank you for reaching out. I appreciate you taking the time to create a new post and for being our customer. I see you shipped back some devices as part of a trade-in or promotion, and you haven't seen the credits you expected. I'm sure waiting for answers has not been the fast and easy process we want each transaction to go. That said, you're in good hands. I'll be glad to help research this further. Please reach me directly to get started.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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user_93gn97

1 Message

Please research this more. I sent the phones to you in good faith, using your shipping labels. The potential loss of a $1000 credit is unexceptable. 

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10 days ago

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XfinityAldrik

Official Employee

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1.8K Messages

Good evening @user_93gn97! I agree, $1000.00 is quite a lot to potentially lose. Once Assurant receives the devices being traded in, it generally takes 15 business days for Assurant to grade the devices.

 

Once graded, if the devices are accepted, it can take 2 to 3 billing cycles for the trade-in credits to appear on the bill. We can certainly take a look at the status of the trade-in! Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

8 days ago

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