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Tuesday, October 24th, 2023 8:58 PM

Did not receive trade in credit

Not exactly sure who else to contact, I just filed with BBB today.
 I got offered a trade in for my Iphone 12 Pro Max that was paid off. It was a little more then I could sell it for, so I decided to do it. I printed off the label provided by Xfinity Mobile, and sent the phone in right away so would get my credit towards the new device they was sending me.
   That should have been the end of it. But instead I was billed full payments for the new device and no credit giving. I contacted xfinity, they told me to contact Assurant I contacted Assurant, they tell me its on Xfinity to fix, and back and forth I go for weeks. And this full device payment is on my current bill and the next again. 
 Xfinity site shows I never even sent my trade in yet, but if click on label on there site, and check the tracking it clearly shows it was delivered Sep 29th. So they have it. But keep giving me the run around.
 I've included pictures of the label they provided, and of the USPS tracking update.

[Images Removed: "Personal Information"]



Official Employee

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325 Messages

6 months ago

Hello @user_5jvykp Thanks for posting and letting us know about your experience. Sounds like it has taken a long time, but I'm sure it will be taken care of. We have access to residential services and accounts here on the forums, but can get you in touch with an Xfinity Mobile rep so you can have the trade-in confirmed successfully. For security with Mobile accounts and devices, please call or text 1 (888) 936-4968 to reach our secure Xfinity Mobile team. If calling in has not resolved the issue and you prefer to try a different platform, we also have Live Chat at xfinity.com/xfinityassistant/?channel=xMobile, where an Xfinity Mobile expert is available 24/7. Use that instead of calling to help apply the trade-in asap! 

4 Messages

I am in the same boat.  I have texted that number and also used the Xfinity assistant and it is NOT taking care of the situation but instead is more of a run around.  I have been told to go to the local store and find out why they never sent my phone in.  This is not my responsibility.  I have been told to call Assurant.  It is an automated system and it tells me my phone number has no claim and it disconnects me.

I have spent more than 20 hours of my time trying to resolve this.  The first contact was August 10 when I was told I would receive $38 per month.  (I screenshotted my chats).  On August 22, I had another chat where I was told $25 per month.

Is this going to be resolved ASAP as you say?  This has been 3.5 months.  I am owed $25 for Aug, Sept, Oct, and Nov.  

Visitor

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21 Messages

I have the same issue.  I sent it in and see the USPS has picked up the phone, but no updates.  I halve tried to call, open multiple tickets and I get no where.  This is insane.

3 Messages

I am having the same issue. I sent my phone in and promised $830 and keep getting the run around. Was your issue resolved?

Visitor

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1 Message

I have the same problem.  Showed as received on 9/25 but Assurant has not processed.  No one will take responsibility!

Official Employee

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1.1K Messages

Hello @user_cdcc53, we appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

Have you tried calling or texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 Messages

5 months ago

They just got me on one of these scams as well! 

1 Message

I received my credit the first month, nothing after. I have the screen shot that they received the phone, it was approved, and the dollar amount that was supposed to be the credit. Stop offering trade ins if you aren't going to honor the [Edited: "Language"] thing.

(edited)

Official Employee

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660 Messages

Hey there @user_z51bv1 this is never the experience that we'd want for you as our valued customer! We would love to help, and the information below will help connect you with an

 

Xfinity Mobile Specialist.

Phone: 1 (888) 936-4968

 

Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

You can also reach us 1-1 here anytime. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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.
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1 Message

4 months ago

Livid about this. They are also billing me incorrectly and there is nobody to talk to.

Official Employee

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1.1K Messages

@user_7os469 Thank you for reaching out. While our team can help with a wide variety of concerns, due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform--this includes billing, sales, device questions, etc. For all Xfinity Mobile related questions please contact Xfinity Mobile by calling or texting 1 (888) 936-4968, or reach out to a Secure Online Chat. (https://www.xfinity.com/xfinityassistant/?channel=xMobile)

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 a reply as the Accepted Answer.tick

2 Messages

4 months ago

Sigh... it's happening to me too.. Traded in my older iPhone toward a 15 PRO MAX 1TB, and Guess what? Now Going on my FOURTH month of FULL payment instead of getting a credit toward it. This is no different than THEFT.  Call/chats have been placed 3 times already, CONFIRMING everything that needs to be confirmed (trade WAS indeed accepted) so we'll now see what January holds... Was told the 1st time that it should be corrected by November.. Then December.. Now it's January we're waiting for... 

(edited)

Official Employee

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1.5K Messages

Hello there @JFRE06!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are so glad to hear from you and happy to help in any way that we can to ensure that you are having the best experience with your service.  No worries!  You have reached out to the right team to get things taken care of.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

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

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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

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 a reply as the Accepted Answer.tick

2 Messages

4 months ago

Same thing here! Tracking shows my device was received October 20th but no credit. Was told a couple weeks ago it should be resolved by December 28th. We’ll see😑🙄

Official Employee

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1.1K Messages

@user_4c0q59 Our team here on the Xfinity Forums has very little access to the Xfinity Mobile accounts at this time due to account security. We're unable to perform any device or account specific requests over this platform--this includes billing, sales, device questions, etc. If you don't see an update to the equipment return issue by end of business day 12/28

please contact Xfinity Mobile by calling or texting 1 (888) 936-4968, or reach out to a Secure Online Chat. (https://www.xfinity.com/xfinityassistant/?channel=xMobile).

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 a reply as the Accepted Answer.tick

3 Messages

4 months ago

Same here. My device has been received over two months ago, accepted and graded. I even received an email saying I would receive the $830 credit. I’ve called and chatted nine times and they keep telling me to wait. 

Official Employee

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244 Messages

I understand you have reached out in chat a few times, have you tried calling into the Xfinity Mobile team directly at 1-888-936-4968 to see if they have an estimated date for it to be resolved and applied to your account?

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 a reply as the Accepted Answer.tick

1 Message

4 months ago

OMG. I thot I was the only one facing this issue. Been 3 months and nothing has been done.

Official Employee

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1K Messages

@user_wpi79e Thank you so much for letting us know you are having issues with your trade-in. 

 We're not able to access your Xfinity Mobile account here but our Xfinity Mobile Team are experts at what they do, and I know they can get this resolved for you. Have you already reached out for support using the options listed above? 

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 a reply as the Accepted Answer.tick

1 Message

4 months ago

I have waited 3 months for my trade in credit and still getting the run around.  So frustrating 

Official Employee

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1.1K Messages

@user_reclyp Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that you are still waiting for your trade-in to complete. Please send us a Direct Message with your full name and address and we'll be happy to investigate this further. Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message 

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 a reply as the Accepted Answer.tick

Visitor

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2 Messages

3 months ago

I also was baited in by this scam. Traded in paid off IPhone 13 Pro Max for zflip5.
I ended up porting the phone number out but still had the phone active on my account for another phone number.

Xfinity claims the trade in was credited to that phone number, not the phone. so because of that, Im stuck paying for the phone and they also get to keep the trade in.

Please, if you're thinking of trading in any device to xfinity. DO NOT!!!
Save yourself the hassle. I'd even say roll the dice and risk selling your device on craigslist instead. at least then youll actually get paid for the device.

Official Employee

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1.3K Messages

I'm sorry to hear about your situation, @user_0cbe36. Not the experience we would like you to have. To make sure we understand correctly. You tried to port your phone number from a different provider, but instead, a new number was added to the account. Is this what happened? What trade-in promotion did you select? Would you mind providing us with additional details on it?  

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 a reply as the Accepted Answer.tick

2 Messages

3 months ago

Well, it's a new billing period now, and guess what??

Yep...... Not Fixed - STILL Getting Charged the Extra - NO CREDIT. 

[Edited: "Inflammatory"]

(edited)

Official Employee

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2.2K Messages

@JFRE06 Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. This is definitely not the experience we want for our valued customers and I'm happy to take a look at the account and help find a resolution. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

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 a reply as the Accepted Answer.tick

1 Message

3 months ago

Same issue here. I keep getting the runaround with Xfinity Mobile support. They keep wanting me to contact assurant but then assurant says they only handle claims. I don't think I'll ever get this credit and now they have my 12 pro. 

Official Employee

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1.1K Messages

Hello @user_4ho22y, thanks for reaching out to let us know you are having the same issue. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform, but our team will be glad to help where we can.

To get started, please use the chat icon in the upper right to enter Direct Messaging. Once there, type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list to send us a message with your full name and address.

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 a reply as the Accepted Answer.tick

2 Messages

3 months ago

Update on my previous comment: I made a report to the FCC and was contacted by Xfinity less than 24 hours later. She claimed this is a frequent problem between assurant who receives the trade in phones and Xfinity. She told me she would have the credit applied and I will receive a credit on my February bill for all the months I’ve paid since. I received an email finally saying my phone had accepted and another with the credit info. If for some reason is isn’t applied to my next bill, I’ll update again. [Edited: "Solicitation"]. 

(edited)

2 Messages

I’m dealing with this same thing. I’m so mad and frustrated. Months of run around. Then I was told they closed the ticket because of no activity. So they didn’t ever attempt to find out why I haven’t received my credit and then closed the ticket. Another ticket has been opened and now I’ll probably get another 4 months of the run around. How do you contact the FCC? I want to do this. And the BBB. 

Official Employee

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442 Messages

@user_bgg0l1 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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 a reply as the Accepted Answer.tick

Visitor

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6 Messages

@user_4c0q59​ 

https://consumercomplaints.fcc.gov/hc/en-us

2 Messages

1 month ago

Same here.  Was supposed to get 700 back. The phone was in perfect shape.  I got $170 soon after and nothing else. 

Official Employee

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1.1K Messages

Our team can help, @user_twvblh! Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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 a reply as the Accepted Answer.tick

Visitor

 • 

6 Messages

27 days ago

Having this same issue. I filed a FCC complaint [Edited: "Solicitation"]

and also emailed [Edited: "Personal Information]

There's also another complaint webpage https://support.xfinity.com/svp-contact-form

I did receive an email response and replied back with screenshots of chats and confirmation of the trade in. Hope it works for y'all. Customer support is no help at all. 

(edited)

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