Xfinity mobile trade in [Edited]

To follow up my post. My phone is free of any damage. They claimed that "the LCD is damaged" to reject my $600 trade in offer. That is totally a lie. I contacted the Xfinity mobile agents many times and they just insist my phone is damaged and they can't give me the trade in credit. The agents don't provide any email or address that I can send my evidence to them. They just insist my phone is damaged and hang up the phone. I am so mad about it.

I have all kind of evidences that my phone is free of any damage, they just won't even let me to show it to them.

Hello @user_522106 Thanks for coming to our community for help with your mobile account and trade in concerns. While our team can help with a wide variety of concerns, 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--this includes billing, sales, device questions, etc. For all Xfinity Mobile related questions you can always contact our awesome Xfinity Mobile team at1 (888) 936-4968. Since you're unable to get this resolved through your many attempts we can work with you to get someone from mobile to contact you. To begin, Can you please direct message me your first and last name along with your full service address so that I can assist you further?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Wow. This is happening to me right now. We bought an iPhone 14 in July, had an in-store employee confirmed our iphone 11 was in good shape and would be accepted for a $600 credit. We mailed it in (because the store also had to mail us the iphone 14), but like OP said, we were actually required to mail it to Assurant. We did so by the deadline and have a USPS confirmation that they received it.  But nothing has happened and we've been charged multiple months without any credit.  When you chat with Xfinity to ask, they bounce you around and try to pass you off to Assurant. Assurant has a screener that requires claim numbers to speak with anyone, so you can't get through. The Xfinity customer service number the Xfinity team gives out online doesn't even ring. We're caught in a loop and can't get info or credit, and so are paying $600 more than agreed.

[Edited: "Inflammatory"]. Similar results for both myself and my brother. We both live in different states. This program is designed so neither Xfinity or Assurant has any liability or responsibility to the customer. I was eventuay helped by Xfinity to track down my trade-in information (it was missing entirely from my order, though i completed trade-in forms when I made my purchase). By the time I was sent a link to my shipping label the package would not get to Assurant by the required date. That's before getting to the part where they seem to find issues with every phone that is sent to them. I would also wager these phones are passed on as "factory certified" phones to a new customer. 

It's stories like these that made me decide I would only do the trade at the Xfinity store.  My iPhone 11 was flawless and accepted.  My wife's had a scratch that wasn't visible unless the screen was black but you could feel it with a fingernail so it was rejected.  The rep told us we can mail it in and see if was accepted but said if it wasn't, we wouldn't get it back and would have to pay full price for the 15.  No way I was going to take that chance.  Xfinity really should have been more descriptive of what constitutes "damage" but if they had been, I suspect many people would not have tried to upgrade.

An agent from Xfinity put a post let to chat with them after I post my experience in the forum. I contacted them. What they did is the same as before, insisting I need to contact Assurant and they can’t help, then they hang up. I showed them the pictures of my perfect phone right out of the return box from Assurant, they just ignored it. It is so frustrating.

I am starting to get the same run around. Trade ins were delivered on 10/3/23 and Xfinity Mobile told me to contact Assurant, even though they are their "partner". Why have the customer contact them? That is like Amazon telling a customer to call UPS if their package is lost transit. Xfinity Mobile website says the trade in was not even shipped but it was shipped and delivered almost 2 weeks ago. I have been with Xfinity Mobile since inception and this is sad. They could at the least, be up front and say we have an issue with trade in status and a delay in processing trades. Easy as that... 

I am facing the same experience where I opted for iphoneX trade-in for $600 and after several days also, it was not updating the status in xfinity and suddenly I got an status update that my trade-in is rejected because of the physical damage and I wont be getting trade-in amount.

I have all the proof that my phone was free of damage. Is there any way to get hold of XFinity and get the money back?

XFINITY Trade in WORKS!!! I have now traded in an iPhone 11 with light but visible scratches for $700 trade in credit for an iPhone 15 Pro, along with a mint condition iPhone 11 for another $700 trade in credit for an iPhone 15 Pro Max. I shipped within 1 week of receiving the new phones, cleaned and packaged professionally with the return slip easily visible in package. I contacted Xfinity one time when I did not see status update when trade ins were received. Now within two weeks from the day I sent the trade ins I have received both $700 trade in credits = $1,400… thank you Xfinity for this smooth process, and wow what a great savings!!!

For what it’s worth, I had the same exact thing happen. Bought my wife, a new 15 pro, sent in her old iPhone X, which they were promising me $600 for. By the time I got the email saying they were rejecting the trade-in, I was already passed the point where we could return the new phone. Annoying [Edited: "Language"], and I had to eat retail for an $1100 phone. As a result, I’ll probably ditch at least a couple of my Xfinity lines as soon as there’s another good promotion from a competitor. 

Going forward, take pictures of your device, make sure that you take one with the IMEI showing on the screen and keep those photos. That’s going to be your proof. Document every part of the transaction.

There’s nothing out there to stop some idiot from damaging or stealing it.