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pranavashree
1st Topic

4 Messages

Monday, October 14th, 2024 5:25 AM

Trade-in Device: No Credit Update Despite Delivery to Warehouse

I am writing to escalate an ongoing issue regarding the trade-in process for one of my devices associated with Offer Number: [Edited - Personal Details] and IMEI/Serial Number (last 4 digits): [Edited - Personal Details].

  • Purchased two iPhone 16 Pro devices on September 22, 2024, both with trade-in offers up to $1,000.
  • Shipped both trade-in devices via USPS on September 22, 2024.
  • USPS tracking confirms both devices were delivered to your warehouse on September 27, 2024.
  • One device was graded and credited $1,000 on October 1, 2024.
  • The second device, which was delivered on the same date, is in perfect condition (no damages or scratches), but I have yet to receive any credit or communication regarding its status.
  • I have contacted customer support multiple times, and was advised to wait until October 13, 2024, as per the notes left by the supervisor on October 7, 2024.

As the cut-off date of October 13, 2024, has now passed, I am requesting immediate resolution of this issue. We have been stuck in limbo for too long, and I would greatly appreciate your prompt attention to ensure the $1,000 credit is applied without further delay. Please review the case and provide an update as soon as possible.

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4 days ago

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XfinityRaul

Official Employee

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1.6K Messages

2 months ago

@pranavashree Good morning, thank you for reaching out today! I do have to apologize though; due to account security reasons we cannot help with this issue over social media. For assistance with this matter, please give us a call at 1 (888) 936-4968 or chat online at https://www.xfinity.com/xfinityassistant/?channel=xMobile and one of our experts will be happy to look into this for you! 

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pranavashree

4 Messages

Have tried calling 8-12 times in the past - nothing works via the customer support, First of all they don't understand the issue and they provide solutions which aren't relevant to the issue

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2 months ago

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XfinityJamesC

Official Employee

 • 

1.8K Messages

I can see how that would be frustrating, @pranavashree. If you are having difficulty reaching someone through the normal channels, we can request to have one of our amazing Xfinity Mobile experts contact you directly.

 

If you could 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, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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2 months ago

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pranavashree

4 Messages

Hi Team - Can I get a resolution for this ongoing issue ? I have been asked to wait which seems unreasonable as the first bill got generated with no trade-in credits applied for the second device. Also is there an ETA for this issue to be resolved as no one seems to provide an appropriate answer.  

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2 months ago

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XfinityBradM

Official Employee

 • 

706 Messages

Hello again, @pranavashree. Please follow the instructions outlined by @XfinityJamesC from their above post to DM us your full name and service address so we can get a ticket created for one of our Xfinity Mobile specialists to reach out and assist with this iPhone issue. 

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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2 months ago

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pranavashree

4 Messages

Hi Team - Can you please escalate this issue, there seems to be no resolution for this issue. Can you please look into this issue ASAP

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6 days ago

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