trade in issue since November 2024 and still dealing with not receiving full credit as of today 6/12/25

Hi Community,

Sharing my experience again here in hopes of getting this resolved — and to see if anyone else has gone through something similar.

I traded in my iPhone 15 PRO MAX 256GB (bought full price from Xfinity)  as part of Xfinity’s Black Friday TIPS promotion (up to $1000 off with new lines on Unlimited Plus), tied to offer ID XTIP29050000391278, dated 11/27/2024. I followed every step, yet I’ve only received less than $300 ($287.75 to be exact) in credits — for a phone that was less than 6 months old and in perfect condition.

Here’s the timeline:

• First attempt: I shipped the phone using USPS (Tracking #[Edited: "Personal Information"]). It was returned to me with no clear explanation except “no record of the trade-in.”

• Second attempt: In Feb 2025, I received a FedEx label from Xfinity and resent the phone (Tracking #[Edited: "Personal Information"]).

• I stayed on Unlimited Plus the whole time, as required.

• I was also told by agents (which I have transcripts of) that I could cancel the lines at separate times and still qualify for the full credit.

• Despite all this, and several “resolved” cases, the full $1000 credit was never applied. Just a small portion.

To make it worse, I would never have traded in the phone had I not been reassured by both in-store and online agents that the full credit would be honored.

At this point, I’ve done everything I was supposed to. I’ve chatted with agents, reopened cases, and provided documentation multiple times. I still have all chat transcripts, which clearly show I was told the credit would apply.

If anyone from Xfinity can escalate this — or if anyone in the community has faced something similar and found a way to resolve it — I’d really appreciate the help. This has been incredibly frustrating and disappointing.