Visitor
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2 Messages
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?
user_68db84
Visitor
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1 Message
13 hours 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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