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Complaint regarding iPhone trade-in reimbursement, Ticket [Edited]
I have never received a credit for my iPhone 15 Pro Max trade-in.
- I contacted Xfinity Mobile in Oct 2025 to inquire about iPhone trade-in promotion. Xfinity Mobile representative said I would need an Xfinity Premium Unlimited mobile plan to take advantage of the promotion, so set one up for me.
- I mailed in my iPhone 15 Pro Max and received a new iPhone 17 Pro Max from Xfinity.
- Being unfamiliar with Xfinity Mobile service, I contacted Xfinity to activate my iPhone 17 Pro Max. During the conversation, the Xfinity representative advised me to add my wife's mobile phone as well. It seemed like a good offer, so an Xfinity Unlimited mobile plan was set up for my wife.
- After mobile phone service transferred from Verizon to Xfinity for both our phones, I later realized that we had 3 phone lines with only 2 phones. I contacted a Xfinity Mobile representative who agreed that 3 phone services were unnecessary, so one phone line was cancelled.
- During a chat session today, I was told for the first time ... You cancelled a phone line was tied to the $830 credit and there is nothing that can be done to restore the credit.
- When that 3rd mobile line was cancelled, I did not realize the $830 credit would be impacted. Xfinity's service representative didn't either or I suspect they would have cautioned me.
- Xfinity Mobile stated that because the phone line tied to the $830 was cancelled, nothing can be done. To me, this is an unacceptable response.
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- This happened in Oct 2025 when I was a new Xfinity Mobile customer. Xfinity Mobile representative counseled me to cancel the unneeded 3rd phone line and neither he nor I realized at the time that the $830 credit would be cancelled.
- I see the $830 loss due to the phone line being cancelled as a technicality that Xfinity Mobile can easily correct. Xfinity Mobile now has my iPhone 15 Pro Max and has never paid me for it. At this point, I expect to be paid for my iPhone 15 Pro Max ($830 credit) or my original iPhone 15 Pro Max returned (which is now likely lost in Xfinity Mobile's system).
If XFinity Mobile will credit my account the agreed $830 for my iPhone 15 Pro Max, then this issue is settled. However, if Xfinity Mobile's response is that no credit is available because of an unneeded phone line being cancelled, then I will be upset.
- I am a longtime Xfinity internet customer and became an Xfinity Mobile customer last year. The only reason I became an Xfinity Mobile customer was due to the iPhone 17 Pro Max upgrade offer.
- If I lose an $830 credit because I cancelled a phone line that Xfinity Mobile representative agreed that I did not need ... I see this response as unfair, especially because Xfinity Mobile now has my iPhone 15 Pro Max for free.
XfinityRay
Official Employee
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3.8K Messages
16 hours ago
Hi there, @user_q0yszb. Thank you for reaching out about the trade in credits. Those are applied over 24 or 36 months so it is correct that the remainder of those are not applied to your account if the line is canceled that they are associated with. When you sign up for the offer, our order links show that information. It also shows the credits are being applied monthly on your statements. We are happy to look further into this.
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.
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