Unresolved $500 trade-in credit — requesting escalation

I have been trying to resolve an Xfinity Mobile trade-in issue for approximately eight months. I traded in an iPhone 12 and have an email from Xfinity confirming “Your trade-in is complete” and that the device “was accepted.”

The agreed trade-in value was $500, but the credit has never been applied to my account. I have contacted Xfinity Mobile customer service multiple times without resolution.

At this point I am requesting escalation to a supervisor or Executive/Customer Relations team. I can provide the trade-in acceptance email and account information privately. Please provide a case number and investigate the missing credit

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XfinityAmandaB

Official Employee

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3.4K Messages

8 hours ago

user_4dctos Thank you for reaching out for help with your trade-in credit not being applied. I would be more than happy to help make sure you get the assistance you need with this trade-in offer, and I appreciate you stopping in so we can get you taken care of. 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. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.

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user_4dctos

Unresolved $500 trade-in credit — requesting escalation

XfinityAmandaB

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