Trade in Run Around

Signed up for Xfinity in end of September sent in trade ins right away that week and got confirmation two phones were accepted within two weeks of them receiving them. Have been waiting now over 3 months for my last phone to get accepted which was the newer iphone and i have confirmation from USPS that it was received on October 3. I have spent hours on the phone with customer service.. keep being told its not there yet then im told they have it its awaiting processing. i have been paying full price for the phone now and i am so upset not to mention i was to get the bogo deal and never got that either so my bill is crazy i should never of switched to Xfinity have been debating to switch back and be done with all this.

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U

user_HAS123

2 Messages

2 months ago

I have the same issue with the trade in, Traded two phones in September, got the credit for one of the phones, did not get the other for three months and counting now. They confirmed they got my device multiple times but still getting the run around with no credit applied. There has to be a way to resolve this, it is ridiculous!!! I am about to escalate this to the CEO office, I am that frustrated.

1

XfinityChristy

Official Employee

•

1.7K Messages

user_HAS123 I understand your frustration, and I apologize for the inconvenience you’ve experienced with your trade-in. This is not the experience we want for our customers. To help expedite this process, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account, and I’ll escalate this to our Mobile Escalations team for immediate review.

We appreciate your patience and understanding. We’ll do our best to resolve this as quickly as possible.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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2 months ago

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Pattty1

New Poster

•

16 Messages

2 months ago

I am in the same boat. Traded in 4 phones...still paying monthly for 3 of them. Terrible.

0

XfinityAldrik

Official Employee

•

1.9K Messages

2 months ago

Thank you for reaching out to us @user_ayd5l8! Once the device is received by Assurant, it generally takes up to 15 business days for that device to be checked in and processed. If the device was received on 10/3/24, it should have been processed by now. Could you please send our team a direct message with your full name and full address? We’d love the opportunity to turn this experience around and take a further look! 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.

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Devices

user_ayd5l8

Trade in Run Around

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user_HAS123

XfinityChristy

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XfinityAldrik

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