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user_t8j2bv
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2 Messages

Monday, October 30th, 2023 4:30 PM

Closed

trade in check

I paid my phone in full and purchase a new one. Xfinity offer to buy my old phone like trade in but not for credits instead they will send a check. I accept and sent the phone to them thru Assurant. The phone was received according to the tracking number. I have been asking customer service what's going on with this and they keep saying the same thing, they said the phone has not arrived yet. They don't send any emails with any updates or anything like that. I would like to know what's going on, every time I call they say the same thing and something about credits and I'm not waiting for any credits. 

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11 months ago

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XfinityArmand

Official Employee

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1.8K Messages

11 months ago

Hi there @user_t8j2bv!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We greatly appreciate you taking time out of your day to reach out to us here 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 on this platform. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (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?

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user_t8j2bv

2 Messages

Yes, I have talk to 5 representatives already and you keep telling me that is gonna take more than 30 days that  you guys don't have my phone yet. that is not true according to my tracking you do. I don't know what else to do honestly. you keep telling me I need to wait for my credits but I did not request credits its a check. 

11 months ago

0

XfinityOrlandoM

Official Employee

 • 

1.2K Messages

@user_t8j2bv 

Lets take a close look into your account as I may have some limited access to see if the phone is received & the statusof the check.

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

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

 

 

TPV Only: http://www.xfinity.com/eloa/English/tpv

 

 E911 Acceptance Only: : http://www.xfinity.com/eloa/English/e911

 

TPV + E911 Acceptance: http://www.xfinity.com/eloa/English/tpv_e911

 

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11 months ago

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