Visitor
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8 Messages
Was promised an $1100 trade in credit I never received
I signed up for Xfinity in October of 2025 and traded in my iPhone 14 Pro Max, which at the time had a trade in value of $1100. A few weeks ago I noticed that never received my full credit so I went to the store and spoke to the person who helped me when I signed up. They remembered my transaction and said they do remember my transaction and that there was nothing they could do besides opening a ticket. So he made the ticket and when the ticket was “completed” there was no change to my account. so then I contacted Xfinity support customer service and the person I speak to tells me it is fixed and that I should see the credit in my account within the next 48 hours. I wait 48 hours and suprise suprise no credit was ever added to my account. So I call again and ask when the credit would be added to my account and the person says there is no where stated by that representative that I was getting my credit, so basically I was lied to. I have called again and another ticket has been made for me that is pending. I have called several other times and just been hung up on, told that I don’t qualify because I don’t have the premium unlimited plan, told that the employee made a mistake and the credit I received was accurate, and blatantly ignored. I am very close to just shutting off my mobile and internet service with them and filing a complaint with the BBB. I was planing on adding 3 family members to my plan, 2 buying brand new iPhone 17 pro Mae. And trading in there old phones but I told them not to do it because I simply don’t trust that Xfinity will stay true to there word, nor would I recommend anyone who reads this to do business with Xfinity. Xfinity easily has some of the worst customer support service I have ever had to deal with who do nothing but lie to you and give you incorrect information. One of the agents told me that I would never receive $1100 for trading in my iPhone 14 Pro Max and I told him I had a screenshot taken and he simply brushed me off and told me that I was incorrect when this trade in value came straight from the website at the time. [Edited: "Solicitation"]
XfinitySean
Official Employee
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489 Messages
4 days ago
Thanks for taking the time to reach out her through our community forums, user_33koi1! I'm sorry that you didn't receive the credit you expected for your device. You've come to the right place for help, and our team can take a closer look to see what may have happened! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
• Click "Sign In" if necessary
• Click the "direct messaging" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send
(edited)
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user_33koi1
Visitor
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8 Messages
4 hours ago
I’d like to state Xfinity deleted my last post. I’ll start out my saying I was promised an $1100 trade in credit for my phone, which I only received $292 of. The employee that helped me at the time has admitted I was supposed to receive the credit but there is no”nothing he can do” expect make a ticket for me stating that I was supposed to receive that $1100 credit. I escalated it all the way to the corporate team just for them to waste my time and say “ You didnt sign up for the $1100 credit”, but I never would have became an Xfinity customer if I was not receiving the $1100 credit that I signed up for. When you look up people having this issue you can see thousands of posts about Xfinity refusing to give people the trade in credit they were told they were receiving and refusing to fix it with most people. The Xfinity store employee already told me I should be receiving the credit and that should be enough evidence for what I signed up for to be honored.
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