Trade in-major issue more than 3 months later!

Question

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 · Answer

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 · Answer

user_cwtpyw Thank you for reaching out to us today over our Xfinity Community Forums! Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. Since we will need to collect account information, I'll continue to work with you via the DM you sent.

XfinitySara · Answer

@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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user_cwtpyw

Trade in-major issue more than 3 months later!

viveks45

XfinityBillie

XfinitySara

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