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user_mhsndg
1st Topic

2 Messages

Wednesday, March 12th, 2025 9:36 PM

Xfinity lost my trade in

Usps picked up my trade in 03/01/2025

Says must receive trade in by 03/12/2025 to get device credits 

Was supposed to get 600 in device credits so what now im only going to get 50 because they lost my trade in?

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19 hours ago

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aharvey1970

New Poster

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2 Messages

3 days ago

Same issue. I mailed my trade-in on January 6, 2025. USPS shows the package as lost. I was able to chat with an agent that confirmed that my trade-in had been received in February, but they could not give me any other information. Every agent that I have spoken with after that has no clue. It is like my trade-in doesn't exist. Even after giving them the tracking, IMEI, Offer, and RMA numbers.

Incredibly frustrating

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XfinityRay

Official Employee

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2.6K Messages

3 days ago

Hi there, user_mhsndg! Thanks for reaching out! The $600 in trade in credits are a great deal! Glad you were able to take advantage of that!

You sent your phone back within the timeline. The promotion will remain pending on your account until the device is graded. That can take up to 15 business days once it arrives at Assurant. If the device is accepted, then you will see the credits start on your next billing statement. Depending on how long the process takes, you may see multiple credits applied all at once.

Are you seeing any information from USPS that the device is lost or it is just taking its time to get to Assurant? 

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user_mhsndg

2 Messages

It was picked up on March 1st and never scanned anywhere else, it is obviously lost. I did my part please fix this. 

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20 hours ago

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XfinityThomasD

Official Employee

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1.1K Messages

Our team can help create a ticket to have our XM Escalations team look into the claim. Have you already created a loss claim with USPS by chance as well? So we can get your info securely, please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.
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19 hours ago

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