4 Messages
Urgent: Trade-In Issue – Rejection and Lack of Resolution ( Feels like a Scam)
Dear Xfinity Team,
I am writing to express my frustration regarding my recent trade-in experience. I followed all steps of the process diligently, yet I am encountering significant issues. Below is a detailed timeline of events:
- New device received: December 16
- Old device shipped: December 16
- Device received by Xfinity: December 23 (as confirmed by USPS tracking).
However, according to the USPS tracking details, the package was initially delivered to Lewisville, TX, but was then redirected to Dallas, TX. This discrepancy is concerning and raises questions about the handling of my trade-in. After delivery, I never received an email update, and the website continues to display a message stating, “We need your device by January 3,” with no status update provided.
On December 31, I noticed that my trade-in was rejected with the explanation that the phone “did not turn on,” and it was supposedly being shipped back to me. This claim is entirely inaccurate, as my phone was in excellent working condition when shipped. I have video and photographic evidence of the phone’s condition prior to shipping, and the sales representative at the Xfinity store who recommended the trade-in can confirm this.
Since then, I have spoken with multiple agents over the past week. Each agent has provided conflicting information, including:
- The phone was accepted, and the rejection was an error.
- The phone was rejected, but they were still attempting to turn it on.
- The phone cannot be shipped back because Xfinity does not currently have a shipping partner.
I have chat transcripts and numerous unresolved tickets related to this matter. Despite being informed that my phone was rejected and would be shipped back, I have not received any tracking information. It has now been almost three weeks, and my phone is being held without any valid explanation. This situation appears to reflect a serious failure in the trade-in process and, frankly, feels like corporate-level theft.
I would appreciate it if you could:
- Review the records and provide a detailed explanation of why my trade-in was rejected.
- Return my phone immediately in the same excellent condition it was shipped, along with a tracking number for its return.
As a loyal Xfinity customer, I am deeply disappointed with this experience and hope this issue can be resolved promptly and amicably
user_qdet4v
4 Messages
29 days ago
Update on Today's Store Visit: Pure Scam
I spent 2 hours at the Xfinity store today, only to leave even more frustrated and without any resolution:
First 30 Minutes: I explained my situation to the front desk representative, who seemed unsure of how to handle the issue.
Next 1 Hour: I was connected with a virtual assistant (a representative on a video call) and explained the entire situation again. After an hour, he provided me with an incorrect tracking number that was actually for the new phone I had received. He appeared clueless and repeatedly told me, "It’s Xfinity, but Assurant has your phone, and we can’t do anything."
I even showed him my chat with Assurant, where they categorically denied any involvement with my trade-in, stating it’s entirely Xfinity’s responsibility. Despite this, the virtual assistant insisted it was not their issue.
Final 30 Minutes: I returned to the store representative, who ultimately gave me Assurant's contact number and stated, "Xfinity is just a sales team. We sell phones and internet but are not responsible for trade-ins ( even though that trade in deal sold to me by Xfinity). If Assurant rejects your trade-in, we can’t do anything. If they kept your phone, that’s between you and Assurant." They also suggested filing a claim with USPS, implying the phone might have been damaged in transit.
At this point, I feel completely scammed. It seems like I’ve lost my $1,000 phone and now have to pay another $1,000 to Xfinity for the new device.
Is this the level of accountability we can expect from a large company like Xfinity? I need my hard-earned money refunded and my phone returned
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user_w3mctx
8 Messages
7 days ago
I am also in the same boat. Sent my perfectly fine old iPhone 14 pro on Jan 6( took the photo of phone condition before shipped). Today I received an email that my trade in is rejected due to serial number mismatched which is a lie. Beside USPS tracking showed me my package sat in their transit center in Lewisville since Jan 12 and no further updates. I am very confused and felt like i am scammed. Now xfinity told me they will send back the old phone. According to all the posts here, now i am having concerns that i am going to lose my good condition phone and paying bills for upgraded phones without credit.
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