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Carol-Illinois-Mobile
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Friday, July 31st, 2026 1:15 PM

Device credit not being applied after 6 months of asking monthly and being told they will fix it.

I traded in an iPhone 14 Pro seven months ago for in iphone 17 during a trade-in promotion and I was to receive $23.05 a month credit on my bill every month for 36 months but it has not happened. I have contacted support every month since February when the bill comes, and every month a different agent says they will fix it.  I have numerous support tickets and a very lengthy chat transcript, but no results.  They just try to sell me cell service to an Apple watch each time, which I do not want, yet they persist. It is very aggravating.  Does anyone have any idea how I can get a real person with knowledge and authority to actually correct this?  

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11 days ago

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user_68db84

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4 Messages

18 days ago

Unfortunately, I have had a similar experience. My wife, daughter and I each upgraded our iPhone 15s to iPhone 17s back in November of 2025 during the promotional period. Our iPhone 15s were eligible for the upgrade and we were to receive rebates of $829.99 in monthly amounts of around $35 until the new iPhone 17s were paid off. I mailed all of the iPhone 15s to Xfinity as per their requirements and received emails thanking me for sending each of them in. However, apparently only two of them actually made it back to Xfinity; for these two we have been receiving the monthly rebates as specified by the promotion which is great.

However, the third iPhone 15 (mine) was evidently lost in transit back to Xfinity and I never received acknowledgement of them receiving it. I immediately contacted them at the time and was told that the phone had been delayed but should be arriving soon and to not worry about it. Still no rebate so I emailed them and chatted with them again and was told that the iPhone 15 had been lost by Assurant, Xfinity's rebate phone processor, but that they had found it again and that the rebates would soon start. Still no go so I checked in with them several times more and was told to be patient and that the rebates would start. Still no rebates, so I called them today (July 31, 2026) and was finally told I had to check with Assurant directly to file a claim for a lost phone. I did that today and was told by the live chat person that "I couldn't file a claim unless a claim had already been filed" so I was left with no options other than venting on this Xfinity Forum about my ongoing deficit of $35 a month in lost rebates for my "free" $829.99 iPhone upgrade. I now only have around $500 more to pay off so I guess I should be happy!

It would certainly be great if some nice person from Xfinity is monitoring this Forum and could actually provide some help for this problem. It sounds like I'm not the only one with a similar issue. Anyone out there?

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Carol-Illinois-Mobile

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6 Messages

@user_68db84​ I have no idea how Xfinity got so bad.  In my case the sent me an acknowledgment that they received my trade-in, and the reps I speak to monthly verify it but dont fix the issue,. I've been with them a long time with both Internet and phone, but T-Mobile just dropped a new fiber network throughout my area so it may be time to switch. 

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18 days ago

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XfinityEricB

Official Employee

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3.5K Messages

 

Carol-Illinois-Mobile Thanks for reaching out to us here on Forums for assistance with the device trade in credit concern. This is certainly something we can assist you with, and get it fixed for you once and for all. I know this would be a concern if it happened to me as well, and I'm happy to assist getting this corrected for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

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

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

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

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

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

Press Enter to send it.

How to direct message within Forums 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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17 days ago

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XfinityDilary

Official Employee

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3.6K Messages

 

user_68db84. Thank you for sharing your experience. I can certainly see why this situation has been frustrating, especially after you've spent considerable time following up and receiving conflicting information regarding the status of your trade-in device. Based on what you've described, it sounds like you've made multiple good-faith attempts to resolve the issue and obtain the promotional credits associated with your upgrade. We'd like the opportunity to review the details more closely and determine what happened with the missing trade-in device and the associated promotion. While I can't guarantee an outcome here on the public forum, we'd be happy to investigate further and see what options may be available. We appreciate you providing such a detailed timeline of events, and we'd like to help get this reviewed by the appropriate team. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

For an example of how to send us a direct message, check out this link:

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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16 days ago

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Carol-Illinois-Mobile

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6 Messages

@XfinityEricB​ Direct message sent although it wont let me attach the transcripts, it only accepts jpg attachments.  Heres a small snip too.

[Image removal: "Personal Information"]

(edited)

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16 days ago

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Carol-Illinois-Mobile

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6 Messages

14 days ago

Im hoping for some resolution but so far that chat has not made any progress.  I am now awaiting another reply with an ETA of when I might hear something.   

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user_68db84

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4 Messages

Same for me; I received a text stating that Xfinity Mobile is working on it but no resolution yet. I'll believe it when I see it!

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14 days ago

XfinityGabriel

Official Employee

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3.4K Messages

 

user_68db84, Hi! I completely understand the "I'll believe it when I see it" sentiment after everything you've gone through. We definitely don't want to leave you chasing updates, especially after all the effort you've already put into resolving this. We're still here to help, but we'll need to complete the account verification step in our direct message before we can access the account details and continue the investigation. If you're available, please respond to our DM and we'll pick up right where we left off. We appreciate your patience and look forward to working toward a resolution.

 

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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14 days ago

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user_68db84

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4 Messages

I responded to your DM but haven’t heard back yet. Thanks

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14 days ago

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Carol-Illinois-Mobile

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6 Messages

I continue to wait patiently. 

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12 days ago

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user_68db84

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4 Messages

I received a reply to my direct message and was able to set up a phone conversation with an Xfinity agent working in the phone upgrade department. She told me that Xfinity’s policy is to not authorize a rebate unless the trade-in phone is received by them. Xfinity apparently doesn’t have insurance to cover trade-in phones that are lost in transit so the risk is left with the sender. If someone at the USPS site decides to steal the trade-in phone, the sender is out of luck. After discussing my lost trade-in phone and the many hoops I jumped through to get my rebate (and being a stable Xfinity client for a couple of decades) she was able to reinstate it for me and I now have the rebate added to my Xfinity Mobile account. I will need to wait to the next billing cycle to see if it has actually been deducted from my bill so hopefully I’ll see it in a few weeks. In my case, being able to talk with a person in the correct department appears to have been what finally allowed this issue to be resolved. She mentioned to me that she only learned of my problem a few days before she contacted me and stated that she should have been informed about the situation back in December of 2025 so she could have looked into it back then. I guess it pays to be persistent!

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11 days ago

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