1 Message
Trade in-major issue more than 3 months later!
I traded in 2 iPhone 14 (Pro and ProMax) through a trade-in promo; I was supposed to receive $1000 for each phone. Now, nearly 3 months later, I'm getting the run around from Xfinity-"call Assurant-this is their problem." When I call Assurant at the number provided I'm told that they only deal with the device protection plan and not trade-ins and that I need to call Xfinity, but I cannot get anyone on the phone after waiting on hold forever. I have saved chats where I'm promised multiple times, "your trade in credit will be issued by the next billing cycle," then I get an email that the trade ins have been canceled. I'm considering my options now-going to the BBB or FTC, or something else. I am livid and so disappointed in Xfinity customer service. Please advise as soon as possible regarding next steps.
viveks45
22 Messages
3 months ago
I am dealing with a similar issue of trying to get Xfinity to honor their trade-in promo (for opening 2 new lines and trading in old phones). It took almost 6 weeks (and multiple customer support tickets, including a visit to the local store to open some escalated ticket) to get the shipping label to return one of the phones. Then once we returned the phone, they didn’t process for another 3-4 weeks. Then we received a message that the phone we returned wasn’t turning ON!!! Apparently they (presume Assurant) associated with an incorrect IMEI. Then after opening another couple of tickets, Xfinity finally said that they cannot honor the promo as we disconnected our old lines. But it was Xfinity who disabled the old lines when we ported the numbers over to the new devices (which the rep promised we will be able to do as we wanted to keep our existing numbers). [Edited: "Language/Inflammatory"]
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XfinityBillie
Official Employee
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3.2K Messages
3 months ago
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XfinitySara
Official Employee
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1.6K Messages
2 months ago
@user_cwtpyw - Thank you for working with our Digital Care Team this month! I'm so glad that we were able to check existing tickets and create a new escalation on your behalf that went to our executive Xfinity Mobile team for review and resolution. Everything seems to be resolved now, which is great! As mentioned in my last direct message, please feel free to create a new post should any other questions or concerns arise, and we'll remain here for you and your household :)
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