Trade-In Phone Scam

UPDATE October 23, 2025: The issue has still yet to be resolved for the missing phone that shows delivered on July 31st! They've essentially stolen a phone that was free and clear of any payments and haven't applied the trade-in value to the new phone. I've submitted 5-6 tickets over the past few months with no update on the issue. 

I’ve had one of the worst customer service experiences with Xfinity Mobile. I switched from my previous carrier due to promotional incentives, and it has been nothing but a mess since day one.

My wife and I both traded in our old iPhones (a 12 Pro and 13 Pro) to receive credits toward our new devices. My wife shipped hers on July 31st — it was delivered and received, yet still no trade-in credit. I shipped mine weeks later, and my credit was applied almost immediately.

Since then, I’ve submitted multiple tickets, each time being told I’d receive a resolution by a certain date — only for nothing to happen. No emails, no calls, no follow-ups. I’ve called in numerous times, spoken to multiple supervisors, and been transferred to Assurant (who handles trade-ins), only to be told they either can’t find my case or have no idea what I’m referring to.

Today, I’ve been on hold with a supervisor for over two and a half hours, waiting for a resolution that never came. It’s unbelievable. I’m convinced the offices closed while I was still on the line.

This company’s customer service and accountability are abysmal. I’ve documented every interaction, and am considering filing a formal complaint with the FCC for breach of contract and mishandling of the trade-in process.

I strongly advise anyone considering switching to Xfinity Mobile to stay far away — the incentives are not worth the stress, time, and lack of professionalism.