Visitor
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6 Messages
Still missing credit for IPhone trade-in. ASSURANT received 12/13/2024
It has been 3 months, and I still haven't gotten credit for my wife's iPhone trade-in. I've contacted Xfinity by chat and phone (800)936-4968. Told by agents many times you should get your credits soon or someone will get back to you, escalated to our Backoffice team blah, blah, blah. Additionally, status of my trade-in shows,"Trade-in shipped" (red exclamation mark) but not "Trade-In Under review". The tracking number clearly shows they've received it and enough time to look over it. So, what's the deal? I need someone who can resolve this instead of giving me a bunch of excuses.
Track#: [Edited: "Personal Information"] received by ASSURANT
LEWISVILLE, TX 75057
December 13, 2024, 11:47 am
XfinityJustinC
Official Employee
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972 Messages
14 days ago
Hello, @vcufan thank you for taking time to create a post. This isn't the experience we want you to have with trade in credits for your Xfinity Mobile account, and sounds like you've been doing everything you can from your end to get this resolved. You've contacted the right place for assistance, and I'd like to help get this resolved. We also partner with our dedicated Xfinity Mobile executive experts, if I need to loop them in.
Since I will need to gather some information to locate your account, and we don't want that in our public conversation. When you have time, would you please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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