New watch will not activate and phone trade in discount still not showing on my account

I have Been dealing with the device credit issue since November. I’ve been to the store 9 times and have made many many calls wasting hours of my personal time to get this resolved. The only thing I keep Getting told is to call back every few months and they can credit my account but I just Want it fixed properly so I am Not wasting more time or I want the exact phone I sent in for trade returned. The call center is just horrible to deal with because they just push for you to buy a watch. Speaking of that, I just Received my new Apple Watch Ultra that while on the phone about the billing I wanted To get the service changed from my old Apple Watch 6 to the new. They said it was handled but it is not because they were more worried about trying to sell me more watches. I have Been a mobile customer since the beginning with nearly zero complaints but the past 6-7 months of these issues is really frustrating and disappointing. Can someone please help get this resolved.

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XfinityJeff

Official Employee

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947 Messages

21 days ago

Good morning @Jj68iou, and thank you for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the trade in credits and the watch activation, but you have come to the right place for assistance with this issue. Have you tried tracking the status of your trade in using the Xfinity mobile website? You can find instructions for that here.

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Jj68iou

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2 Messages

@XfinityJeff the initial credit went through but the monthly device credit is not coming up on our billing statement. I’ve called multiple times and have gone to the store with no luck. They tell me to call back every month or so and they can credit it that way but that’s a pain [Edited: "Language"]. We have 2 lines and purchased the new phones on the same trade in deal in October.

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21 days ago

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XfinityJeff

Official Employee

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947 Messages

Thank you for the information @Jj68iou. We can take a look at the account and see what we can do. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

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21 days ago

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Jj68iou

New watch will not activate and phone trade in discount still not showing on my account

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Jj68iou

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