2 Messages
Device credits not appearing on bill
I switched to Xfinity mobile in October lured in by the promise of a free new device via 24 months of device credits. I sent my previous phone in right away and received an email from Xfinity stating my trade in had been received and accepted and that I would see the device credits on my next bill. When I received my bill, the credits were not on there. I called customer service and was told that sometimes it takes 30 days for the device credit to show up on the bill, but it would definitely be in my next one. It was not. I called again and the representative seemed to have no information about my previous conversation and could not find information about my previous device being returned. After a not so friendly conversation, I was assured that the issue would be resolved by 12/21 with no further action needed on my part. It was not. I’m having trouble understanding why this issue is taking so long to resolve when I sent my previous device back right away, tracking said it was delivered to a person, and an Xfinity email says that the device was received and the credits would appear on my bill. Definitely regretting my switch to Xfinity Mobile!
XfinityBradM
Official Employee
•
777 Messages
21 days ago
@user_ut6e3h Thank you for sharing your experience with us about your recent trade-in credit issue with your Xfinity Mobile account. To my understanding, trade-in credits for Xfinity Mobile accounts will take 2-3 billing cycles until they will appear on your account after the trade-in is confirmed and processed by Assurant. Once their review of the device is completed, they send the value of the device to us to apply to your account over a specific time frame. If you've gone through the few cycles it requires and you are still not seeing the credit our team can create a ticket for one of our Xfinity Mobile specialists to take a look and make any necessary adjustments. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
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The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
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user_ctx56i
2 Messages
16 days ago
I’m in the same boat! Only I traded in 4 devices. 1 was finally credited on December 19th (trade in device was sent in October), 1 was returned to me with a false
claim that Find My iPhone was on, and the other 2 devices are still in limbo. I have called in a few times, but it is nearly impossible to get in contact with a real person and when you do, you spend hours on the phone without a resolution. So frustrating! If this cannot be resolved soon, I will be filing complaints with the FCC and BBB.
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user_mpkkc8
4 Messages
13 days ago
You are not alone. Xfinity is pain. We need a class action lawsuit against.
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user_sf-frustration
1 Message
3 days ago
This shouldn’t surprise me but knowing how Xfinity’s billing systems are, but the level of incompetence still does. I am in the exact same situation. 4 devices traded in back in October and no credits coming through. I opened a ticket over 3 weeks ago and they are still reviewing it. I have emails from Xfinity showing how much credit I am supposed to receive so this shouldn’t be so hard to review and approve. Unfortunately, sometimes the only way to get their attention is [Edited: Soliciting].
(edited)
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