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user_o73z8i
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Wednesday, January 15th, 2025 12:48 AM

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Phone trade in

The assistant was very knowledgeable and patient. What's going on is inexcusable. I sent my trade in  Apple 13 pro ultra as soon as I received my box and return label.  I have not received any response since then. I kept checking with our Xfinity store. They had no information to give me either. Then I received an email saying my phone was declined. No reason. I am being charged for the 16 Pro I traded in where I came over to your phone service. I receive an email or text a few times a week stating the issue with my 13 is not resolved. I have made over 5 calls or walk ins to your store and still cannot find out what the problem. Can you help?  I can't get a human voice when I call. 

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Updated 

2 years ago

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XfinityMartyR

Official Employee

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3.5K Messages

2 years ago

 

user_o73z8i I'm sorry to hear you are having trouble with the Xfinity Mobile device trade in program. Have you tried reaching the Xfinity Mobile Center directly by calling 888-936-4968?

 

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user_o73z8i

2 Messages

2 years ago

Hi my problem is not being solved. No one can tell me why it is taking so long to get credit for my phone. I also keep receiving emails about how they are still processing my phone. Not even an agent in the store can tell me what’s going on

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XfinityEricB

Official Employee

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3.5K Messages

 

user_o73z8i I would be happy to put in a ticket for you to have one of our advanced mobile experts look into what is going on, and assist you with your credit concern for a phone return. 

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 (speech bubble)

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

 

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2 years ago

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