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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user_68db84

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3 Messages

5 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?

4

Carol-Illinois-Mobile

Visitor

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4 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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5 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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4 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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3 days ago

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Carol-Illinois-Mobile

Visitor

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4 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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3 days ago

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Carol-Illinois-Mobile

Visitor

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4 Messages

18 hours 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.

3

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Carol-Illinois-Mobile

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

user_68db84

Carol-Illinois-Mobile

XfinityEricB

XfinityDilary

Carol-Illinois-Mobile

Carol-Illinois-Mobile

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