1 Message
XFinity Mobile “Lost” My Trade-In
I recently traded in an Iphone 12 Pro for a $700 credit towards a new iPhone 15. I had heard that Xfinity Mobile coverage in my area was pretty good, so I opted to test it out. Well, I should’ve known the trade in was too good to be true because my trade in has been “lost.” USPS says it was delivered to a person two days after I shipped it. I chatted online, the agents there did not even answer my question of where the phone is or the status of my trade in. I called Xfinity Mobile and the guy I talked to said he saw it was delivered, but also saw there has been zero activity after the delivery… he started a case with xfinity, but that can take up to 20 days, and the deadline is Friday for them to “receive” my trade in. USPS, a government agency, said it was received! So where is the phone? Who knows. I had read that the Assurant agency was sketchy, so I even took pictures of the device before it was shipped, moisture and screens, etc. I thought I had covered EVERY base with this trade-in, but here I am and it is “lost.” The coverage and cell service does work well, but this trade-in stuff is awful. I did the “ship your old phone away” with AT&T and it was so simple. I will not stop until this is figured out or some type of action is filed against this scam.
XfinityAldrik
Official Employee
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1.3K Messages
6 months ago
Thank you for reaching out to us on our community forums @user1118! This is not the experience we want you to have! We appreciate you for already reaching out to our mobile partners. We regret to hear, the device’s status is unknown. I completely understand how important it is to make sure the original credit offer of $700.00 is honored. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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signgain
New Poster
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5 Messages
5 months ago
I am having the exact same issue and after a few google searches, it looks like this is very common. I sent my device on December 27th and online it shows it still hasn't been received. When I chat/call xfinity mobile, they say they have my device but there's a 3 month delay on it being updated on the website/on my bill... This is ridiculous. Constant problems with Xfinity since I signed up a month ago. I have to call about something every week and really wish I wasn't locked into a contract. I asked the last rep I talked to to send me some kind of confirmation that they have my device so it doesn't end up lost since I have no proof on my end they have it, but they refused then put me on endless hold when I asked to speak to a supervisor. It's very obvious there's an issue with shipping trade ins combined with them using separate billing systems for internet and mobile.. Just seems like a total mess.
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user_5yujec
1 Message
4 days ago
I am having a same issue and I can't get any help from Xfinity support.
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