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user_y74r8b
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Visitor

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2 Messages

Tuesday, July 28th, 2026 8:25 PM

Trade in

I have been with XM for many years, and this experience has been completely unacceptable.

I received a trade-in offer of $600 for my iPhone 13, to be applied as a 36-month credit toward an iPhone 15 upgrade. I accepted the offer and mailed in my old phone as instructed. USPS tracking confirms delivery:

Tracking #: 4207505799019218790250485712391746

Delivered: Lewisville, TX 75057 — May 26, 2026, 1:33 PM

Despite this confirmed delivery, reflect that the phone had shipped or arrived and that is under review . After numerous calls to customer service and hours of wasted time, I have received nothing but the same scripted responses: “Your case has been escalated” and “You’ll receive an update from our back office team.” The only actual update I’ve received, on July 28, 2026, states that my trade-in was “received empty” — nearly two months after USPS confirmed delivery of the phone 26 May.

XM is currently charging me full retail price for the iPhone 17pro, despite my having fulfilled every requirement of the trade-in offer. Given the confirmed delivery record, this discrepancy is unacceptable.

I am requesting immediate resolution: honor the original $600 trade-in credit and correct my billing. I need a resolution to this matter? 

Question

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Updated 

33 minutes ago

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XfinityJeniece

Official Employee

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4.2K Messages

33 minutes ago

Hey there, @user_y74r8b, thanks for reaching out through Xfinity Forums regarding your trade-in. We would be happy to help with ensuring your trade-in credit was applied. Can you please send us a Direct Message with your full name and your full address? 

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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