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user_vdxa1v
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4 Messages

10/21/2026 9:14 PM

Xfinity stole my phone

I have screenshots of the deal; Xfinity stole my new Flip 7 and instead of the $1100 trade in and $200 visa, they charge full price. 

Their AIs just keep typing the same excuses; the only way to resolve is to report my phone as stolen and have my CC company dispute any charges while I switch.

NEVER TRUST XFINITY

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2 hours ago

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XfinityCliff

Official Employee

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830 Messages

8 days ago

Hello @user_vdxa1v, and thank you for reaching out here on our Xfinity Community forums.

We can understand how concerning it would be to expect a promotional offer and instead find that the device and charges aren't reflecting what you anticipated. We'd like to get a clearer picture of exactly what happened so we can determine the best way to help.

Could you clarify what you were attempting to do when this occurred?

Were you purchasing a new phone and trading in another device as part of an Xfinity Mobile promotion? If so, which phone did you purchase, which phone did you trade in, and where does the Flip 7 fit into the transaction? Please also let us know whether this was completed online or at an Xfinity Store and what happened with the Flip 7 afterward.

Those details are important and will help us better understand the sequence of events and what might need to be reviewed and what direction we need to move in to better assist you. 

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user_vdxa1v

Visitor

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4 Messages

Pretty slick-get my favorite phone and then don't deliver on your offers.Theft.

The coral flip 7 was 8 months old and unlocked; I was to get nearly $28 a month to trade in for the fold 8.

The phone was new condition; I got online when fold was coming out. Screenshots had credits on my bill, $1100 for the trade, and a $200 visa gift card.

I confirmed last month and have screenshots of that...so 3 times confirmed and there is no way to get you to honor your word.

I have no reason to stay with Xfinity; my only option is to switch carriers and dispute any phone charge using my screen shots.

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8 days ago

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XfinityRay

Official Employee

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4.5K Messages

Thank you for sharing these details, @user_vdxa1v. I understand feeling frustrated when you didn't see the credits for your new device. Our team is happy to further investigate this for you. We don't want to see you leave and hope to get this turned around! Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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 as Best Answer.tick

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8 days ago

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user_vdxa1v

Visitor

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4 Messages

8 days ago

I want my old phone back; will give back the fold 8, and leave Xfinity forever.

Mail in trades are what the disabled are likely to do; easier than a store.

I don't trust a word from Xfinity and anyone looking at Black Friday trades should be worried.

X not saying my phone was not received or was broken; they just don't feel like following through. Got my old phone for free and stick me with this brick. 

This forum shows I'm not the only one; it's rare trades work. 

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XfinityRay

Official Employee

 • 

4.5K Messages

I understand your concerns, @user_vdxa1v. I have seen if the return and trade in process takes longer than 30 days the promotion will not apply. Our system applies that automatically so sometimes an agent needs to get involved to ensure things are correct. We can still check on the trade in and if things are good, get this fixed for you. We would love the opportunity to help! 

 

Feel free to send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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 as Best Answer.tick

Like

Reply

8 days ago

0

user_vdxa1v

Visitor

 • 

4 Messages

2 days ago

Still same problem; Xfinity stole my phone.

I have screenshots of the deal; Xfinity stole my new Flip 7 and instead of the $1100 trade in and $200 visa, they charge full price. 

CC company is the only way to settle this and get what was promised.

No offer made to honor the deal; nothing.

DO NOT TRUST TRADE IN 'DEALS'. No dispute regarding my 8 month old coral flip 7. It was perfect and unlocked.

Xfinity simply says we got your phone; pay full price for 36 months.

On the business side, things are even worse. Check in with any major company who uses them. My F500 clients have stories that peel paint off the walls.

Xfinity, fix this. Do the right thing. Just once.

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