Sent my “ trade in” phone and never got credit!!

Yep! We are not the only ones I found hundreds of stories similar to our situation. I am filing a case  with FCC and BBB. It’s a shame that a very well known service company ,such as Xfinity, is taking thousands of dollars from its costumers and not finding any solutions when complaints are reported. 

Thank you for reaching out to us @user_yc0mb8! Once the device is received by Assurant, it generally takes up to 15 business days for that device to be checked in and processed. If Assurant approves the device, it can take two to three billing cycles for the trade in promotion credits to appear on the account. There was a high volume of trade in devices for the new iPhone 16 causing the process to take more than 15 business days from when the device was received by Assurant.

Before filing a case, we’d love the opportunity to turn this experience around. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

Thank you for your response. Unfortunately, the information provided differs from what I was previously told when I contacted your customer service team. I have spent significant time on the phone addressing this issue and have recordings of all my calls.

I was repeatedly assured that this matter would be resolved promptly. My old phone was confirmed as delivered and accepted back in October, and I was informed that my bill would be updated accordingly. However, no updates have been made to date.

On my most recent call, a customer service representative assured me that my bill would reflect the promotion by January 15th. When I followed up on January 16th, I was told again to wait until the February billing cycle. This ongoing delay is frustrating and unproductive.

Additionally, I was promised that the full amount I paid for the new phone would be credited back to my account, as the discount was to be retroactively applied to the previous payments. I have documented the names and times of the calls with each support team member, and I have made it clear that my calls are recorded for evidence.

I kindly request your immediate assistance in resolving this issue. Your prompt attention to this matter is greatly appreciated.

Thank you for your understanding and support.

Sincerely,

Let me know if you’d like further refinements!