Trade-in issue

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Currently in the same issue you are where my trade-in device was delivered to them in March. So far, no communications other than a "Credit cancelled" notice. Xfinity is unable to give the promotion since it is part of Assurant. When contacting Assurant by phone, their robot auto-answer keeps hanging up where I can never speak to a representative. Xfinity should be responsible for giving false advertisements and letting their customers down to their 3rd party companies. Very unprofessional and now our trade-in phone has been taken from us without any further notice.  

Having the SAME ISSUE!!!   It's been almost 8 weeks since USPS reports my old trade-in device was received and still nothing.  Calls are transferred or dropped, promises to call me back are NEVER kept and the Xfinity store says they can't help because it's all on their recycler, Assurant.  Another post in this forum advised sending a direct message to Xfinity Support so I did...this is the snippy response I got.  Happy to help???!!!  I don't think so...

Hello! 👋 Thank you for reaching out to our Xfinity Digital Care team. I appreciate you taking time out of your day 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. We're unable to perform any device or account specific requests over this platform.

Our mobile experts can help 24/7.

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Also, just for future reference, sending unsolicited peer-to-peer direct messages is a violation of our forum guidelines. Instead, first create a public post requesting assistance. But no worries, today, we're happy to help! - XfinityJennifer

Same issue here.
Trade in received confirmed by their provided USPS tracking number on March 31st, way before their April 7th due date.

Called NUMEROUS times to XM support and trying to talk to a real person who are overseas and just given the runaround and an escalation ticket number by a tier two rep.

One CSR explained that the Assurant warehouse is very backed up and is taking them a prolonged period of time to go through and examine every phone.

I have not tried calling Assurant myself yet.

Today I tried calling again since I was given the escalation ticket number and a 7-day reassurance of the issue being resolved and have been hung up on 3 times with no call back.

This is way past being ridiculous. Where is our trade in credit Xfinity? Why are you just giving us the shaft when we do everything right on our end per YOUR terms?!

I was promised $550 for a working, damage free Samsung Note9. Which I provided in very good packaging to ensure it reached the destination in the same condition. It is the ONLY reason why I decided to upgrade my phone and now I'm stuck with an extra $60 a month instead of an extra $30.

We need ACTUAL customer service! This NEEDS to be escalated NOW!

Assurant is garbage and I question the process. I currently have a trade in and am considering just switching carriers because I don't trust the process. I had sent a phone in 2 years ago and didn't get a resolution until a year later, they acknowledged receiving it promptly, informed me that an apple service needed to be turned off in 14 days or the phone would be returned, I followed the instructions but was unable to turn the service off since the device was not connected to the internet. I responded to the email informing assurant and xfinity of this and to please advise. Neither advised a month and a half passed no phone, no response, no instructions, and no credit. Fast forward to numerous frustrating calls, non responses, being told I would physically need to go to the warehouse that received it in another state (pretty sure it was Texas and I am in Pennsylvania) from both xfinity and assurant, though assurant will not talk to you about any of it. Finally my resolution was to physically go into a store, explain the situation of xfinity basically stole the phone (no credit or returned device) they called assurant and put me on the phone, assurant hung up on me. The fantastic and patient employee called someone on xfinity's side explained further, and finally got me the credit for the trade-in. Was it worth the effort and time wasted no!

Same issue here but we traded in 3 phones at the same time, delivered to the warehouse in March, and have yet to receive the promotional credits. I have called Assurant, they point the finger at Xfinity mobile who is not able to tell me when the credits will be applied. Last conversation with xfinity was this past Monday (90 days since trade-in) and the rep had no idea when credits would go thru. I have spent several hours going in circles with no progress. Next attempt will be to go into the physical store to see if they can help move this along.

I am in the same situation - did two upgrades recently, and sent in two phones for the trade-in credits, both within less than a month of each other. The second phone I sent in was received, processed, and approved in a normal timeframe, so everything is good with that one.

The first phone was received about a month ago by now according to the tracking info, but Xfinity doesn't reflect that yet. It still shows a message saying something like "ship us your trade-in soon", and warns me that my credits may be cancelled if I wait too long. But I already sent it, and the tracking number confirms it has been with Xfinity all this time so... not sure what else I can do.

I have done multiple chats and phone calls with the Xfinity support folks and they basically say they have made a note on my account, and not to worry about it. I don't believe there are actually notes on my account though, or if there is they don't really matter. My fear is that the trade will be cancelled and nobody will be able to help, despite the tracking showing I did what I was supposed to do.

Xfinity - can you please help with this? And not by just telling me to call or chat, both of which I have already done?

Same issue. Tracking information shows the phone was received 6/20/23. I’ve been told it was never received, credit is pending, call the theirs part company that received it, trade in being credited, not received, credit being applied. Now we apparently start the process over after receiving an email stating your credit has been cancelled. Looks like it’s time to file reports with the BBB, CFPB and the attorney general since numerous people seem to be having the same issue. 

Update - I did the DM as directed above, and got a reply from agent. They asked for some details about the account, the phone, the tracking info, despite all that being available already under my account info.

Anyway, after chatting for a while back and forth, I magically got two emails from Xfinity. One said the trade-in was received, and the next said it was approved and I will receive my credit. Meanwhile the rep finally got back to me saying they can't help due to being "limited" in their abilities with Xfinity Mobile issues, and that I should call the generic phone number... but also that they have a "ticket" open about the issue.

Was it a total coincidence that the trade in was processed once I started the chat? Doubtful but there's no way to know. In any case it appears all is fixed now so I'll take it either way.

This is so frustrating. Xfinity Mobile customer representative would not connect me to Advance Team, and instead asked me to contact Assurant. When I called Assurant, the automated system asked me to enter my phone number but it did not have mine on its system. There was no way I could talk to a human customer representative. So it just disconnected me.

Since I can't talk to a human agent at Assurant, I tried chatting available on their website. As soon as I mentioned that I'd like to check the status of phone trade-in, they directed me to Xfinity Mobile Care. Xfinity and Assurant are just tossing me back and forth.

Armstrd was right. I was transferred to the Advance Service Team by a nice agent. In the past, I asked the agent to transfer me to the Advance Service Team but the agent did not let me. I was lucky this time because the agent did so although I did not mention the Advance Service Team.

The Advance Service Team took much longer than the promised 24-48 hours time frame, but I am not sure when it was resolved because they never sent me a message about it. I wish Xfinity communicates better with customers, but I am still happy now because I got credits for the past months. The credits will be applied in the remaining bills.

We're having the same issues as others regarding the trade in of our phone.  Phone was returned to Assurant on 7/24 at 3:00 PM according to the tracking number.  The credit was never applied to our bill and we cannot get any updates from Xfinity or Assurant.  We have called (Xfinity and Assurant), IM'd using the Assistant and visited an Xfinity store trying to get an update.  There's always some excuse for not being able to resolve the issue.  We're told a ticket has been opened and that someone will follow up and never does.  We've talked to customer service representatives as well as managers and yet the result is the same.  Assurant has our phone.  Xfinity sold us a new one and we don't have the credit we were promised when we upgraded the device.  We need to be able to speak to someone that can actually do something about this issue.  I have service through Xfinity.  I purchased my phones through Xfinity.  All the email and communication during this process came from Xfinity.  We need Xfinity to address this issue.