Visitor
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2 Messages
Trade-in never linked to S26 order — new order shows wrong device, need urgent correction
On Aug 14, 2026, I placed order #3726406294341651326 for a Samsung Galaxy S26 256GB with a Samsung Galaxy A35 trade-in, agreed at $8.33/month over 36 months.
The phone shipped and I activated it, but the A35 trade-in was never linked to the device payment plan — I was billed full price instead.
An in-store visit and a call to Mobile Care both confirmed the trade-in wasn't linked, and I was told to return my S26 and place a new order.
On Aug 26, 2026, I placed a new order — #3721603295383458333 — expecting:
Samsung Galaxy S26 256GB as the new device, Samsung Galaxy A35 as trade-in, $8.33/month over 36 months.
When I checked via chat, an agent initially showed the A35 itself listed as the "new device" on this order, which is incorrect.
A supervisor (Rahul) confirmed the order is real but pending (~24 hrs to complete), added account notes.
I'm now waiting for the order to clear pending status so I can verify it correctly shows S26 + A35 trade-in + $8.33/month, and I still need to request a color change (Sky Blue) once it moves to "processing."
Could someone from the official Xfinity team please review order #3721603295383458333 and confirm these details are correct once it clears,
so I can proceed with returning my current device and submitting the A35 trade-in without further errors?
user_fv6jtm
Visitor
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2 Messages
1 day ago
provide response on this
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XfinityJeff
Official Employee
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1.2K Messages
9 hours ago
Greetings @user_fv6jtm, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the phone order and the trade in, but you have come to the right place for assistance with this issue. Could you please send our team a direct message with your full name and full address?
Here are 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 "Start new conversation" (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
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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