Xfinity mobile Assurant trade in issues

Ditto - they received 2 of my phones 3/25 (tracking numbers to prove it), still no credit, etc.  Have called, IM'd, etc - every time the assure me that Assurant has received the phones, told me 2 weeks, then 30 days, then 30-60 days.  It has been 6+ weeks and nothing.  They gave me a number to call for Assurant but it is just a claim number if you have their insurance, you can't get through to a human.

Same Here, they received my 2 phones almost 3 months back in March 17 ,2023, Until now i have called 4 times to xfinity mobile customer service, Every time they will check with Assurant and say that they are updating the system.

Today they came up with another story that their bosses are aware of Assurant issue and are working to resolve this, This is so frustrating to be one call for 30 to 40 minutes and no solution. 

I'm in the same boat. I called Xfinity and was told to go to the Xfinity Store that shipped my trade-in to Assurant. I went to the Xfinity Store where they confirmed Assurant received my phone more than 2 months ago. They gave me a number to call. I called Assurant and was kicked off the line because I'm not an Assurant customer. I submitted a form and received this: "I apologize for any miscommunication; you have contacted the cellular protection department and we are unable to assist with trade-in transactions. For more information, please contact Xfinity Mobile Customer Support at (888) 936-4968."

Running circles.

Has anyone gotten anywhere with Assurant?  I just spent 3 hours on the phone with Xfinity Mobile support because the IMEI # of the trade-on device I sent supposedly didn't match what was shown.  So they aren't accepting it.  The device make/model definitely was correct.  Xfinity claims they can't see anything in the Assurant system, and has no way of contacting them.  Has anyone found a number to get a hold of Assurant?

Same thing is happening to me. I ordered an iphone 14 and had to ship back my iphone 11 for a $600 credit. We had an Xfinity store employee inspect the phone, identify it as in good condition, and provide the shipping label. We have USPS confirmation that Assurant received the phone. But nothing has happened and we are being charged full price for the iphone 14. I spent an hour on chat today with Xfinity and have called their customer service number and Assurant's number many times but can't get anyone to speak to me. We feel completely defrauded.  It's crazy to get online and see so many people experiencing the same thing...

I sent an iphone14 pro 9/22/2023 still no word as to where it is, next time i am going back to Gazelle thanks xfinity i am out 830 dollars.

I am having the same issue. My phone was appraised for the full trade in value of $425 in person. I was promised the price would reflect in 24h. 72h later I checked and was still being charged the same amount for my new phone. Chatted with xfinity and was told it was 30 days, then that if I was given a trade in value in person the store would have cut me a check on the spot?... and then finally, my trade in didn't exist. All in the same chat. Today I received a check from assurant for $28. Unbelievable. Seems like the only way to get this actually worked through is to file with the BBB, which I'll do tomorrow. After this, we will be leaving xfinity mobile. I don't know what happened to this process and company but it is enough to go back to our old service.

Same here - phone mailed in 10/23/23 and rec’d 10/26/23.  Was told I would be credited within 72 hours and nothing.  Phone had to be received by them by 11/9/23 so we will see what happens within the next 8 days but I have no confidence after reading these posts.  

Same here I sent In my trade. In and it was picked up on 10/28 and I have t heard anything at all

I'm dealing with the same issue and it's so frustrating!! I have tried calling but cannot get through to an actual person. I have chatted 4 times now. The first time they said it was just not processed yet and takes 15 business days to be processed by Assurant (it had been over a month), i was told to be patient. The 2nd time I was told that they received and processed my trade-in and "rest assured" my credit would be applied shortly. A couple days later I got an email that my trade-in was cancelled. I chatted in again and was told the email was an error and again, "rest assured" it would be applied shortly. Chatted in again today and was told that the trade-in has failed and I was told to contact Assurant directly, the number they gave me is for Assurant claims, and i could not get through to a person. This is absolutely ridiculous!

iPhone 15 Pro Max is released. Xfinity Mobile offers 830.00 trade.  We take 2 IPhone 13 Pro Max to Xfinity Store. They examine, confirm pristine condition. Place order for the 15 pro max.  Phones are shipped to us. Receive email for 1 trade mailing label. Had to fight to get mailing label for second phone.

Send one phone in but two weeks later received it back stating “Not accepted, will not turn on”. WHAT!  Turns on fine, sold on marketplace for 650.  A loss of 180 from xfinity.

Sent second phone in, received email “accepted for $383.00” They sent us a check. I said NO, The offer is for 830 for perfect phone.  Filed a claim for them to fix the problem.  Didnt hear back.  Called xfinity, they said send in phone and they will apply 830 over two years.   They already have the phone and sent me 383.00. They say they can’t find transaction with assurant. Are you kidding me!! This whole thing is a joke!!!! And we are out $627.00 in trade value.

I am keeping this short to spare everyone the details. Many, MANY calls to customer service, and trips to the store only to be frustrated in the ignorance.  

I sent in my phone.... Assurant claimed it had "physical damage" and sent it back to me.  It was literally in pristine condition with no damage whatsoever.  I've been lied to so many times by Xfinity... on the phone, on their chat and at the local xfinity store... I've lost count.  I've been promised a credit on the monthly bill... I've been promised an $830 lump sum credit on my bill... they just flat out lie to get rid of you.  They should be ashamed.

Today, I was told that the "physical damage" was that I didn't turn off the "Find my Iphone".  Okay... a normal company would let you turn it off and send it back in to get the credit.  Not Xfinity... they have a "you can try once" policy and after that, your trade in options are over.  I can, however, use the phone to trade in on another phone... Gee, thanks, Xfinity.  It's almost worth it to go to Verizon... which is who Xfinity uses anyways... Just cut out the middle man...

Update:  Spent literally all afternoon yesterday trying to resolve this.  I was told by both the agent at the store AND by Xfinity Mobile that I needed to contact Assurant directly.  Called Assurant and they said that Xfinity did NOT give them that authority to talk to customers directly, all they did was evaluate trade-ins and transferred me back to Xfinity Mobile.  Xfinity Mobile was of no help whatsoever, was uncaring, basically rude and said there was nothing they could do and to call Assurant.  When I explained this to them, they gave me a different Assurant number.  Again, Assurant said they couldn't help me and that was Xfinity Mobile was doing was simply passing me off to simply get me off the phone.  Gee, that's nice.  Was told that I couldn't turn the phone in and go to Verizon because too much time had passed, even though I was promised an $830 credit for the trade in phone and wouldn't have to pay that much of the new Iphone's price.  That, to me, seems like fraud.  As a condition of purchasing the new phone, I was told I could trade in the old phone.  That hasn't worked, most likely because Assurant and Xfinity are in cahoots to basically cheat folks out of their trade in's.  It sure seems that way.  So now I'm stuck paying full price for an Iphone 15 and I can't turn it in because Xfinity and Assurant are not honoring one of the conditions of purchasing the new phone. But they were kind enough to tell me I could use the Iphone12 that I was trading on as a trade in on another Iphone 15.  Why would I need 2 Iphone 15's?  This whole ordeal is beyond ridiculous and reeks of being nothing more than a scam.  Of course, posting on it here is also useless, because I see Xfinity agents address other customers, none have ever addressed mine.  That's really, really good customer service if you ask me.  Okay, done.

Same here! My phone was received in York, PA on September 27th 2023. I have spoken to 5 or 6 different people who all tell you something different. They say Assurant needs to help you, you call Assurant and they say no, Xfinity needs to help you. None of them know what they are talking about and good luck trying to understand them! I've asked NUMEROUS times to speak to a supervisor to no avail. What kind of company is this?? I will be filing a complaint with the BBB, Attorney Generals office and the FCC. This is FRAUD!! Where is my credit??

same issue. Terrible program. Tracked trade to Assurance, provided tracking to xfinity. Elevated ticket from 2 to 1. Still ongoing issue and nearly 6 months later no credit. So upset and so bad service. It is coming into Christmas. I bought another phone, not tied to Xfinity in the meantime. I have bills and was counting on that credit.   I am thinking to cancel all my services now.