Billing and Order Issue-Tradein Promo

Billing & Order Issue – Trade-in Promotion, Return Blocked, Wrong Number Assigned

📝 Message:

Hello,

I need assistance from a live agent regarding a mobile upgrade and trade-in issue that has become increasingly complex.

I currently have both Internet and Mobile service with Xfinity.

I originally upgraded from an iPhone 13 to an iPhone 16 under a promotion offering a $123 credit for returning my iPhone 13. I contacted support to obtain a return label and complete the trade-in.

During that call, the agent informed me of a better promotion offering a $500 credit for the same device. I agreed to switch to that promotion. The agent advised that the original transaction would be reversed and that a new iPhone 16 would be sent to me as part of the updated promotion.

Here is where the issue began:

• I returned my iPhone 13 as instructed.
• I received the second iPhone 16 and activated it.
• I now have two iPhone 16 devices in my possession.
• I requested a return label for the first iPhone 16, but was told I could not return it because the 14-day return window had expired.

This is incorrect and unfair because:

• I was explicitly told the 14-day return window would not apply in this situation, since I needed to maintain phone service during the transition.
• The replacement phone did not arrive until the 14th day, making it impossible to return the first device within the timeframe.

Additionally:

• The newly activated iPhone 16 was assigned a new phone number, despite being told I would retain my existing number.
• I went to an Xfinity store, but they were unable to assist because no return label exists in the system.

🔧 Resolution Requested:

I need the following resolved:

1. Provide a return label or authorization to return the original iPhone 16 without penalty.
2. Ensure I receive the correct $500 trade-in promotion for my iPhone 13.
3. Restore my original phone number to my active device.
4. Confirm that I will not be billed for the extra device due to this error.

This situation was caused by incorrect guidance from Xfinity support, and I am requesting that it be corrected promptly.

Please escalate to a supervisor or specialist if needed.

Thank you.