2 Messages
Xfinity lost my trade in.
I switched to Xfinity Mobile because I thought I could save some money. Traded in 3 iPhones to get 3 new iPhone 16s with $1000 credits. I sent the one phone on October 20, 2024, over a month ago, and it's still saying that it's moving. Even though it's been in Lewisville, Texas, where the address was shipped to.
I contact support and they tell me I will get credits when they receive the phone. At this point I don't know how that'll ever happen. They give me a number for Assurant and I can't talk to anyone because it doesn't recognize my number as an insurance claim.
So here I am saving no money and not getting credits when I used their label to send back the phone. Not to mention I tried to trade it in at the store and they told me I had to use the label.
So as of now, I am regretting switching from T-Mobile.
XfinityJamesC
Official Employee
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1.9K Messages
2 months ago
Greetings, @Akuhns! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your trade-in, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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Akuhns
2 Messages
2 months ago
Xfinity support team contacted me after this post and was able to get a resolution. I am happy to say that I will now be receiving my credits. Thank you Xfinity support team
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user_HAS123
2 Messages
2 months ago
I am having the same issue with trade in. I traded in two phones that were received on October 6, one phone was credited and the other is not. I have been contacting support and my agent at the xfinity store and they have opened multiple tickets and still no resolution, This is unbelievable!!!! I need this resolved ASAP. I have seen multiple posts with the same issue on different threads, looks like a systematic issue. Not what I expected after being an Xfinity customers for a very long time.
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user_odprgo
2 Messages
3 days ago
Similar to many others I am extremely frustrated with Xfinity and their trade in process. I only wish I had read all the reviews and difficulties others have had before making the switch. I am very upset! I switched service to xfinity from another carrier (including my internet service) and was eligible for the phone trade in. I followed all instructions and sent my old phone via the label provided. Two months went by from the time USPS received my phone and the tracking stated it was still in transit. I called xfinity multiple times and they reassured me
it would not be a problem. Today I received an email that my trade in has been cancelled while the tracking states it is still in transit and yet to arrive. This is infuriating to me and would seem this happens to many people so why has this process not be addressed? Why are packages being delayed/lost? I have spoken to multiple representatives and they tell me it is out of their control…by how, it was their process and their label!? I will be cancelling all my services, leaving multiple reviews, and making sure as many people as I know do not use xfinity.
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