2 Messages
Xfinity Trade-in Scam? No Credit, and Terrible Customer Support
I have encountered with my trade-in process under the $35/month promotional offer, which includes internet and one free unlimited mobile connection, along with an $830 trade-in credit. Despite my continuous efforts to resolve these issues over the past three months, the matter remains unresolved, causing significant inconvenience.
When I initially applied for the connection, I provided details of my trade-in device, a Samsung Galaxy S22 5G 128GB, which has two IMEI numbers. The agent advised that only one IMEI was required, so I provided the second IMEI and he said that will work. However, after sending my device for trade-in, it was returned with a rejection notice stating an IMEI mismatch. It appears that only the first IMEI was checked, disregarding the second one I provided.
Upon contacting Xfinity’s support team, I was informed that my $830 promotional credit is already applied and that I could resend the device with the first IMEI instead. However, when I received the return label, I noticed that the device name listed was "Samsung Galaxy S22+ 5G 128 White," whereas my device is "Samsung Galaxy S22 5G 128GB White." When I raised this concern with an agent, I was assured that the name discrepancy would not be an issue as long as the IMEI was correct and matched the device being traded in.
Despite this assurance, my device was once again returned, citing a name mismatch. After yet another discussion with customer support, I was advised to visit a Xfinity store to verify my device. I followed this instruction, and the store representatives confirmed that my device matched the IMEIs provided and created a ticket for resolution. However, I have yet to receive any feedback or a resolution to my case.
This back-and-forth process has been highly frustrating and time-consuming. I have invested a considerable amount of effort in resolving this matter, yet it remains unresolved after three months. Additionally, these issues have prevented me from upgrading my new iPhone 16 Pro 128GB to the 256GB variant, further adding to my dissatisfaction.
I kindly request immediate resolution of this issue. Please ensure that my trade-in is processed correctly and that the promised promotional credit is honored. I would appreciate a prompt response with a clear resolution plan. If this issue is not resolved soon, I may have to escalate the matter further.
I am extremely frustrated with this repeated inconvenience and lack of proper resolution. I don't know what to do now because I have spent so much time on the calls back and forth.
At this point:
I haven’t received my $830 credit.
Customer support has been useless across all channels.
This honestly feels like a trade-in scam. I’m posting here before blasting it on all social media platforms. Seems like many people are having the similar issue with Xfinity trade-ins.
XfinityEmilyB
Official Employee
•
1.9K Messages
10 days ago
@user_9dv6tb Thank you for posting on our Community Forum to let us know about your experience with the Xfinity Mobile trade-in promotion. We want to make sure our customers are well cared for every time they reach out for support, so I apologize that your trade-in concerns have not been resolved. We will stick with you here every step of the way until we confirm that everything is taken care of :).
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.
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