Visitor

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1 Message

Tuesday, August 26th, 2025

Urgent complaint- Missing Trade-In phone and Denied Credit

To Whom It May Concern,

I am writing to formally file a complaint regarding a missing device and denied trade-in credit, involving my visit to the Xfinity store in San Ramon, CA.

On May 20, 2025, I visited the San Ramon Xfinity store and purchased a new iPhone 16.

I was instructed by the store representative to use a yellow trade-in envelope to return my old phone — a iPhone 14 Pro Max (worth ~$800).

I followed the representative’s instructions precisely and shipped the phone via UPS within the 15-day window.

Weeks later, I noticed the trade-in credit never appeared on my account.

I have since:

Contacted Xfinity customer support multiple times.

Visited the store again, where I was told the store couldn't help and to call support.

Repeated my story to several agents and was eventually told by a supervisor that there is nothing they can do and to speak to the store.

Upon revisiting the store, I was told: "You should have waited for an email with a different return label." However, the person who actually helped me during my original visit was not there, and I was never told to wait for such an email.

At this point, my $800 iPhone is missing, and both the store and customer service have refused to take ownership. I have done everything exactly as instructed by the store employee.

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🙏 I am requesting:

1. A full investigation into the tracking and receipt of my trade-in.

2. Compensation or credit for the device that was shipped in good faith under Xfinity's instructions.

3. A review of employee guidance and accountability at the San Ramon location.

4. Confirmation of whether the phone was received, scanned, or lost in transit.

This experience has been extremely disappointing and time-consuming, with no resolution after multiple attempts. I urge you to take this matter seriously and respond promptly.

Contact Info:

Name: [Edited: "Personal Information"]

Xfinity Mobile Number: [Edited: "Personal Information"]

Email: [Edited: "Personal Information"]

Shipping/Trade-In Date: May26th

Sincerely,

[Edited: "Personal Information"]

Oldest First
Selected Oldest First

Official Employee

 • 

1.9K Messages

3 days ago

Hello and welcome to Comcast @user_4ztvch. I am sorry to read about your recent mobile experience and with your local Xfinity store. You are in the right place and we are happy to take a look at this for you. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's 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 "New message" (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

Let me know if you have any questions.

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