Xfinity Mobile trade-in value not credited - Need to escalate

Date

Details

02/06/2023

Order placed with Promotional Trade-In credit of $550

02/13/2023

Email received about trade-in started. To be received by 6th March by Xfinity.

03/02/2023

Shipped device. TrackingID: [Edited: Personal information]

03/04/2023

USPS tracking shows that device has been delivered around 12:16PM

03/14/2023

-          No confirmation from Xfinity about device receipt. Thus called

-          I was told that it sometime takes up to a month to process device through warehouse. Since it was not scanned through warehouse yet, no confirmation was sent.

-          Added $15 courtesy credit to account for inconvenience

04/12/2023

-          Received email from Xfinity that trade-in as been cancelled (without any explanation)

-          Contacted Xfinity and I was told that it happened to many customers due to software issue. Xfinity is working diligently to get it resolved. Should be taken care within a week.

04/24/2023

-          Rep MJ provided a case#[Edited- personal information].

-          Promised to be resolved within 1 week.

-          Promised $50 as courtesy credit (not received!!!)

05/08/2023

-          I was told that no progress made on the case. So, suggested to close the case and open another one. I opposed and showed displeasure how this are going one from Xfinity side.

-          I was transferred over to higher authority. I was applied device credit for April and May billing cycle.

-          I was told that the issue has been taken care and I will see it reflected in next bill.

05/22/2023

-          Issue is not resolved

-          One representative tried to convince me that device has been evaluated at $59.xx and I have been already created for $66.66

-          After arguing for some time, I requested to connect me to a supervisor, and he refused.

-          Hanged up, and connected to another rep

-          The lady reviewed and connected me to a supervisor

-          Supervisor said he applied the credit of $550 at backend, and will be applied within 24hr.

-          He promised to call me back when done. He also promised to credit $30 (as courtesy credit for using less than 3GB of mobile data) [No callback, neither any credit!!!]

05/31/2023

-          Since the credit didn’t show up in estimated bill, I called again

-          The represented straight away committed that it’s a mistake that the promotion was not applied, and tried to add the credit. Apparently, system didn’t accept it. He forwarded the case to his supervisor (since she left for the day), and told me to expect a call to get it settled.

-          When I asked for a timeline, I was told to wait until the end of the week.

06/09/2023

-          More than a week passed. New bill doesn’t show any device credit.

-          Contacted Xfinity mobile (Joy)

-          Joy reviewed the case details, transferred over to higher authority (Mary)

-          Mary reviewed case details. Told me that there are open cases.

-          Suggested me to contact USPS and reply to the Trade-in cancellation email. (even though I showed displeasure about wasting several hours of wastage of my time to chase this case)

-          Mary promised to follow-up with warehouse, and if not being resolved by end of billing, another device credit for the month can be applied.

-          Mary also said, Xfinity mobile can apply $500 credit for mobile customer (which is not a trade-in credit), but to do that, first warehouse has to close the case and return my old device.

-          Suggested to wait until towards end of billing and contact back to get the device credit, in case it is not resolved by then.