Visitor
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2 Messages
USPS lost trade-in phone, cant get $1100 promo credit now?
I followed everything to the tee, took video evidence of the great condition my old iphone 14 pro was in right before I put it in the box and dropped it off at the post office. Have all receipts, tracking numbers, the post office called me and told me they likely lost it and to fill out a lost package search request. I am multiple days past the window Xfinity/Assurant needed to receive the phone to apply the promo credit, even though I shipped it in the middle of the window. I have tried contacting Xfinity mobile customer support 3-4 times over the last two weeks, I have tried calling Assurant (says they're the shipper of record since the return labels are pre-paid for so I cant even file a claim), no one seems to be re-assuring me that I wont be out $1100 promo credit due to the post offices mistake and so I keep paying full price on my monthly bills because "xfinity hasnt received approval from Assurant to apply the promotion yet".
I dont know what more I can do, who to email or talk to, who or where to provide any of my evidence (video, screenshots, voicemails) from the 10+ hours I've devoted to trying and solve this so far... its extremely frustrating. Do other people just file a BBB or FCC complaint to get an executive resolution agent faster? I have fulfilled all of the customer obligations for this trade-in process yet I still dont have any indication of a resolution from any party.
Accepted Solution
maggioxg19
Visitor
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2 Messages
21 days ago
An update for anyone following, the Xfinity support users on here were able to get me in contact with a higher level rep on the Executive Resolutions team. The Executive Resolutions rep was able to look into my situation and had access to all the details in their backend systems, even able to see details on the Assurant side that the regular reps couldn't see. He was able to apply some back credits of 45$ for a few months that Ive been paying full price, and he also was able to apply the full $1100 promotion to my contract so my monthly bill is drastically reduced as originally anticipated. Happy to say the teams involved on here were able to solve my case!
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user_cehbtz
Visitor
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1 Message
1 month ago
Following because my tracking for my 2 trades have been sitting in the same spot since the 13th. I have a $90 trade in credit for my bill and 2 $500 gift cards riding on these trade in.
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XfinityKei
Official Employee
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2K Messages
1 month ago
@maggioxg19 I'm sorry for the inconvenience this has caused you. You're with the right team for help! Can you please direct message me your first and last name along with your full service address so that I can assist.
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.
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eholcroft
Visitor
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2 Messages
17 days ago
I wanted to comment here because I am dealing with the same thing. I came from Verizon to Xfinity because of the trade in offer and the unlimited plus offer for existing internet users. I was told I would have a $1100 credit with my trade in. My phone was shipped on September 18th, was listed as arriving late on October 10th and then has been lost in USPS' system since. I have a missing mail search out for it, put in a lost claim with USPS and nothing has come back. I reached out to xfinity multiple times to confirm that the trade in would still apply even if it arrives late and I was provided confidence that it would, but now that it is November 10th and about 2 months since it was shipped I have not seen any credit or notification of receipt. Also, the trade-in page on my account is now gone so I have nowhere to check this. I'm now being charged the full amount per month for the iPhone 17 pro with 0 credit applied versus the 1100 credit I was expecting. Leading to a much higher monthly payment than I was expecting on the move. The service has been good, but it's been pretty frustrating to deal with this and hopefully I can get a solution similar to the above as I've exhausted all options at this point. I have all chats with xfinity documented, usps tracking numbers and lost statuses, the credit amount etc.
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