7 Messages
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:
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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.”
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Second attempt: In Feb 2025, I received a FedEx label from Xfinity and resent the phone (Tracking #[Edited: "Personal Information"]).
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I stayed on Unlimited Plus the whole time, as required.
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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.
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Despite all this, and several “resolved” cases, the full $1000 credit was never applied. Just a small portion.
To make it worse, I would never have traded in the phone had I not been reassured by both in-store and online agents that the full credit would be honored.
At this point, I’ve done everything I was supposed to. I’ve chatted with agents, reopened cases, and provided documentation multiple times. I still have all chat transcripts, which clearly show I was told the credit would apply.
If anyone from Xfinity can escalate this — or if anyone in the community has faced something similar and found a way to resolve it — I’d really appreciate the help. This has been incredibly frustrating and disappointing.
XfinitySeth
Official Employee
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451 Messages
3 months ago
Howdy user_8g80b5 👋 I appreciate you taking the time to provide the detail you have regarding your Xfinity Mobile trade-in experience, and you've come to the best place for support! I know how important it is to make sure you get the full value of your original offer, so I'm happy to research this further for you 👍
Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page!
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user_1kn948
Visitor
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2 Messages
1 month ago
I've had the exact same issue with multiple chats and phone calls and still unresolved. iphone 14pro. they gave me 300$ even though it was in perfect condition.
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