Visitor
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11 Messages
Xfinity mobile Assurant trade in issues
Edit/update
I filed a complaint with the BBB last night and received a phone call from xfinity today. I was told that on their end the trade in was not canceled and the issue would be resolved. If it is not corrected before the next billing it would be put in manually. So I guess it's an answer.
I traded in my pristine S21 5g, it was received at the warehouse on March 30th. I never received a email stating it was received and my account never showed it received. I called several times and was told it will be 24 hrs then 48 hrs, then 7 days then 30. I spoke with a supervisor and was told they were running hehind to just be patient. I asked for something in writing that they had my phone ( they were able to pull it up and see that it was there). I was told that they would call me back in a day or two and have the issue resolved. Instead they canceled my trade in!!!! The supervisor I spoke with last night told me she would "fix it" by submitting a ticket and would have an answer in 24 to 48 hrs. I have no idea if it is an answer as to why it was canceled, if it could be reversed or what exactly. Then i was told not to call back and waste "my time". I feel robbed. They have my phone, I have no trade in. I luckily took pictures of the phone front and back an turned on. I am at a complete loss. I don't know what to do or where to turn. I have been with them for over7 years and was a happy customer. Does anyone have and ideas on what I can do?
user_9989b6
Visitor
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3 Messages
1 year ago
Xfinity mobile Assurant trade in is the worst. I have same basic issue. Terrible Xfinity customer service, have wasted hours in store, on chat and phone, transferred and none from Assurant. I am considering reporting my traded phone as stolen now, perhaps tweeting about the ongoing issues and cancelling all my services next year. Just got an offer from AT&T...
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user_3i515r
7 Messages
1 year ago
I filed a complaint Wednesday night with the BBB... and got a phone call from Xfinity Thursday morning.... the lady on the phone "understood" and "would feel the same way" and was going to look into it and get back to me. I haven't heard a word... no update... no nothing... if it wouldn't wreck my credit, I'd go to Verizon, change my phone number to them, use the original 12 pro max as a trade in and take my Xfinity phone to the Xfinity store down the street and hand it to them and walk out and never pay them another penny. But that would, in the end, be stupid. [Edited: "Inflammatory"].... no nothing.
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user_7pwbxt
2 Messages
1 year ago
Same issue here. Sent in my iPhone 13 for the $830 credit applied over 24 months to a new iPhone 15. Assurant received my phone on October 13 (USPS receipt). I have spent almost 5 hours on the phone over the last 3 months. I've been told the credit would be applied the next day, in 2-3 weeks, next month....Last month I was transferred to a mobile ambassador who opened a support ticket to escalate the issue. I was told no matter what, the support ticket would resolved by 12/27. It's 1/3 and I've heard nothing. There is no one to contact - calling the Xfinity Mobile number only wastes time - you spend an hour on hold, are told outright lies and nothing gets resolved. I asked for a direct line or someone to call to check on the status of my ticket and was told I just had to call the main Xfinity Mobile number. THIS IS THE ABSOLUTE WORST CUSTOMER SERVICE!
Has anyone tried disputing the monthly bill with their credit card company? Anyone contacted the BBB?
I'm curious if anyone has actually received the credit for the promotion offered in Sept//Oct 2023? I'm beginning to think this is a huge SCAM.
UPDATE - Less than 24 hours after posting this comment I "magically" received an email indicating my trade in had been accepted. HMMM...coincidence?
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user_dw43e5
1 Message
1 year ago
I switched from Verizon to Xfinity in October as a result of an Xfinity promotion offering up to $700 trade-in credit on my Apple IPhone 12 toward a new IPhone 15 or $400 new phone credit for new customers new to Xfinity Mobile. I have been an Xfinity Internet customer for nearly 20 years. In store service rep at Xfinity examined my phone and felt there would be no problem with the trade-in. Assurance received my phone and denied my trade-in credit citing a crack in the back glass of the IPhone 12 (otherwise in excellent condition). Since I had already signed up for Xfinity mobile service, including 2 other lines, and transferred my phone service from Verizon, I went back to the store agent to report my problem. Since the new customer promotion also had option of $400 credit with no trade-in, I agreed to avoid lengthy battle with Assurance and would agree to accept the $400 promotional credit in lieu of the $700 trade-in credit.
I have been trying to get this $400 promotional credit for over 4 months. There have been multiple claims opened by Xfinity call-center reps and I have repeatedly been told my issue "has been escalated" until finally being told my claim was closed and I would be receiving a credit within the next 3 billing periods. Fast forward, I still haven't received the credit and in my most recent communication with Xfinity customer service was told that my claim was denied because Assurance had denied my trade-in credit. In short, because Assurance denied my $700 trade-in phone, Xfinity would not allow me to get the $400 no-trade-in new customer credit. This is how a Gold-level Xfinity customer is treated when signing up for Xfinity mobile service? Xfinity offers a promotion and then denies the ability to receive it?
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user_r16t5y
1 Message
1 year ago
I have been six months trying to resolve the issue between Xfinity and Assurant - traded in a phone Galaxy S22+, assured it was accepted and good and that $1,000 would be applied to the upgraded Galaxy S23+. No credit applied. I have spent 30 HOURS on the phone chasing this down. My ticket number exists and is unresolved. Finally I got some manual credits, but it is still unresolved and every month the bill comes without the promised credit.
Should I stop paying my bill - and let them call me??? Customer representatives seem to be forbidden to transfer you to a supervisor - and they all are so confident that if they request attention to the issue it will always be resolved before the end of the billing cycle. Not, never, nothing. How about a class action lawsuit? What will it take to get this resolved.
I should be getting paid by Xfinity for all the hours I spend on hold with customer service . . . Does anyone have a number for the back office billing department?
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TAJ99
Contributor
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33 Messages
1 year ago
I did a early upgrade on my s23 Ultra it shows as delivered on February 10th 2024 and today is the day that the device had to be shipped back, but there's still no update when I log into Xfinity mobile that says device under review. Now here's the thing if this company is not doing what they supposed to or someone is stealing the devices this is not something that the customer should pay for because the device was delivered to its destination. I will never in my life do another early upgrade or any trade-ins with Xfinity ever again. And I don't know why Xfinity has not thrown up a red flag and concern for this issue of devices being sent to that place
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