Visitor
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3 Messages
Urgent Resolution Needed for Order #[Edited] - Trade-In Issue from 8/11/24...8 months of unresolved trade in phone value
Dear Xfinity Customer Service,
I am writing to urgently address an unresolved issue with my trade-in order #[Edited: "Personal Information"], initiated on August 11, 2024. During my visit to the Xfinity store located at 3450 Youngfield Street, Suite B, Wheat Ridge, CO 80033, my phone was physically taken by store staff at the time of trade-in. However, I was not informed that I needed to look for a shipping label and send the phone in myself.
As a result of this oversight, my phone was either held or lost by the store, leading to a significant delay. Despite my persistent efforts to resolve this issue over the past eight months, including monthly calls to Xfinity and recent assurances from agent "Michael" on 4/17, I have not received the promised $577 credit towards my iPhone 15 purchase from August of last year.
I have received only two emails, on October 10, 2024, and February 24, 2025, stating that my issue had been resolved, but no credit has been applied to my account. Last week, Michael assured me that I would receive an email on April 21 detailing full credit and additional consideration for my trouble, but this email never arrived. Today, I spoke with "Psy" and she informed me that the trade-in promotion had expired and could not provide the credit, despite the issue being entirely out of my control.
As a Platinum level Xfinity customer, I feel taken advantage of and deeply disappointed by the lack of resolution. I kindly request immediate action to apply the $577 credit to my account and address the inconvenience caused by this prolonged issue.
Thank you for your prompt attention to this matter.
Sincerely,
Noah
Accepted Solution
user_ftv9p4
Visitor
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3 Messages
2 days ago
I wanted to provide an update regarding my ongoing issue with the trade-in credit for my iPhone 15. After recent interactions with the mobile team, I received a partial credit of $400 on my mobile bill today. However, this credit was applied to my monthly statement rather than directly to the device payment plan, which was the intended purpose of the trade-in promotion. I was informed that the mobile team (or anyone else) does not have the ability to apply the credit to the device. This is particularly frustrating as I can see in my app that I have the option to make payments towards the device itself, suggesting that it should be possible to apply the credit directly to the device.
As someone who also deals with customer service, I would have expected a bit more for all the trouble and frustration I've dealt with over this. I guess I will take matters into my own hands and apply the next couple of months' payments to the device to bring down my monthly bill. Additionally, I now need to get value for my old iPhone 12 that was shipped back to me in December.
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XfinityEmilyB
Official Employee
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2K Messages
4 days ago
@user_ftv9p4 Welcome to our community forum! Thank you for taking time out of your busy day to let us know about your experience. Eight months is too long to wait for a resolution and I'm sorry this wasn't cared for in a more timely manner. I'll stick with you here until you confirm that all your questions and concerns have been addressed fully.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and help.
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