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user_7d4uyg
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Visitor

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10 Messages

Wednesday, February 18th, 2026 1:02 AM

Xfinity mobile

To Whom It May Concern,

I am writing to formally dispute the handling of my iPhone trade-in from September related to my upgrade to the iPhone 17 Pro Max.

At the time of purchase, I traded in my previous iPhone under the terms of a promotional offer, with the understanding that I would receive the agreed-upon credit applied to my account. To date, those credits have not been properly applied. As a result, I have been charged amounts that do not reflect the original trade-in agreement.

I have been a loyal Xfinity/Comcast customer since 1994. After more than three decades of service, I expect billing accuracy and accountability when I uphold my end of an agreement.

Today alone, I spent approximately six hours on the phone attempting to resolve this matter. Despite multiple conversations with various representatives, the issue remains unresolved. Your internal records should clearly reflect my trade-in transaction, the promotional terms, and my numerous attempts to correct this billing error.

This situation is unacceptable. I fulfilled my obligations by turning in my device as agreed. I expect Xfinity to fulfill its obligation by honoring the trade-in credit exactly as promised and correcting any overcharges immediately.

If this matter cannot be resolved promptly and in full, I will have no choice but to explore escalation options outside of standard customer service channels, including filing formal complaints and seeking legal review if necessary.

Please conduct a thorough review of my account history, trade-in documentation, and call logs, and provide a written resolution as soon as possible.

I look forward to your prompt response.

Sincerely,
[Edited: Personal Information]

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3 hours ago

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XfinityQue

Official Employee

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447 Messages

18 hours ago

 

user_7d4uyg, hello there and thanks for reaching out. Despite of your experience, I want to still say congratulations on your new phone purchase. I also want to thank you for your tenure here with our company, it is greatly appreciated. When you are speaking on your transaction;
 
How was your original transaction processed?
Where did you turn your device in? 
You should have received emails about your trade in device. What was the last email you received regarding your trade in? 

 

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user_7d4uyg

Visitor

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10 Messages

@XfinityQue​

I am responding regarding the ongoing issue with my September phone trade-in.

To date, I have contacted Xfinity/Comcast multiple times and spoken with several different representatives. Multiple tickets have been opened in an attempt to resolve this matter. I have clearly explained that the company should have documentation showing when my original phone was received and when my replacement device was issued. Despite this, the issue remains unresolved.

I have followed every instruction provided to me, provided all requested information, and allowed ample time for internal review. Unfortunately, there appears to be a breakdown in communication between departments, as I continue to receive inconsistent responses.

At this point, I am simply asking that someone with proper authority and access review the full account history and trade-in records, verify the receipt of my device, and correct the issue promptly. This transaction should be straightforward to confirm within your system.

I would appreciate written confirmation once this matter has been fully reviewed and resolved.

Sincerely,

[Edited: "Personal Information"]

(edited)

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18 hours ago

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user_7d4uyg

Visitor

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10 Messages

Xfinity do better or don’t charge your customers! that is considered the theft !

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18 hours ago

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XfinityVictor

Official Employee

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2K Messages

 

user_7d4uyg Hello, I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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17 hours ago

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user_7d4uyg

Visitor

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10 Messages

I am extremely frustrated and exhausted from repeatedly trying to resolve this matter through messages and chats. I am formally requesting that Xfinity stop charging me incorrectly and immediately address the money that is owed back to me.

I upgraded to the iPhone 17 Pro Max based on the promotion that was advertised. The terms presented at the time of upgrade have not been honored as represented. What was marketed as a promotional offer does not align with what I am being billed, and that is unacceptable.

This feels misleading and deceptive. I entered into this upgrade based on the understanding that specific promotional credits and pricing would apply. If those terms are not being honored, then I expect:

  1. A full explanation in writing of the charges.
  2. Immediate correction of any billing errors.
  3. Reimbursement or account credit for any overcharges.

I will no longer continue back-and-forth messaging. From this point forward, I expect communication via email and a direct phone call from a qualified representative who has the authority to resolve this issue.

I have been a customer for many years, and this situation should not require this level of effort to correct. Please treat this as a formal billing dispute and respond accordingly.

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17 hours ago

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XfinityAbby

Official Employee

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634 Messages

Hello @user_7d4uyg  I understand that you are frustrated but in order for us to resolve this we need you to send us a direct message.

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

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.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

17 hours ago

0

XfinityAbby

Official Employee

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634 Messages

3 hours ago

I understand that you have gone through many steps @user_7d4uyg, but we still need to verify you in order to work on your account. If you would like our assistance we would be more than happy to help you, but you will need to send us a direct message. 

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