Visitor
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12 Messages
Black Friday Offer - phone trade in / rebate status phones received by Assurant waiting over 1 month
I have returned for trade-in, 4 iPhone XR devices which were received by Assurant on Dec 15, per USPS tracking. My new Xfinity service with 4 lines ported, was activated December 4th. This past week I have been calling both your 3rd party provider Assurant and Xfinity mobile tier II support for updates. Assurant insists they don't handle updates to the customer, only the processing and refunds. Xfinity tier II has been called 3 different times, asking them for the status of my 1800 dollars in gift card rebates, and the status of the mobile phone returns, and they all go like this, 1) insist that Assurant will answer all my questions 2) they cant find any updates on my devices (not sure they have any idea where to look) 3) telling me anything they think I want to hear in order to get my off the phone. Wasted over 6 hours on hold and dealing with tier II agents that clearly need more training on how to handle questions about Assurant trade-ins and how the process works. They also don't know how to check the status of the gift cards or explain anything about how the process works.
I would really appreciate some help with this.
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Gerawr
Visitor
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5 Messages
3 years ago
I am dealing with the exact same issue above and would like to bump this forum for a response! It is incredibly aggravating to have to contiuously deal with an issue that should just automatically be applied and executed (trade in --> valued --> confirmation of visa gift card)
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user_0ccc16
Visitor
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2 Messages
3 years ago
@Xfinity Support - Do you any update on this ? I am also facing the same issue. Do you have a way for us to track the status of gift cards and trade in phone status to check ?
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CCAnna
Problem Solver
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874 Messages
3 years ago
Thank you for reaching out over Xfinity Forums @IIan. I can't imagine the headache you have right now. I am sorry this process has not been smooth for you. This is certainly never what we want to hear. Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media and we do recommend reaching out to our experts to ensure your concern is resolved. The expert mobile team can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3qADHDs. Scroll down to the bottom of the support page and click "Ask Xfinity". If you have any further questions or concerns, please don't hesitate to reach out.
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user_289603
Visitor
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1 Message
3 years ago
same issue here! have you had any success?
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IIan
Visitor
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12 Messages
3 years ago
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user_8518d2
Visitor
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1 Message
3 years ago
Same issues as above and they lost our trade in of an iPhone 7 Plus. They say the have not record of it. They have no record of it or the Black Friday gift card promotion. We took the phones onto our local store and one says it was sent to assurances and other they tell us there’s no info so we’re having to ask them to get the security camera footage of the trade in. Everyone we call barely speaks English, doesn’t understand and messed it up worse. We paid $1100 each for two phones and supposed to get back tradein value plus $450 each in Visa cards but they’re saying they don’t know what to do as they don’t see the promotion on our acct or the one phone. This is extremely frustrating. We’ve spent over 8 hours on the phone and hours in the store.
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user_a0d8e6
Visitor
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1 Message
2 years ago
Same Issue here! I Just called and was transferred to 3 agents; including someone from Assurant , no one could help. And they just said that I have to go to the xfinity mobile store to have them research further? This is unacceptable.
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user_e5a42d
Visitor
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1 Message
2 years ago
I have the same issue here and no one is able to help, terrible company and customer service
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JG5881
Contributor
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65 Messages
2 years ago
Same with me, I did two trade ins and have already received the checks for those from Assurance. But no $450 gift cards, no email about qualifying for them, and nothing showing up in the Xfinity Incentive Tracker which normally shows these sorts of things.
Xfinity agents - please do something beyond the usual "call this number" routine, that does not work.
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Paul987
Visitor
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3 Messages
2 years ago
Did anyone receive anything from Assurant related there Trade In?
I signed up for Xfinity Mobile on 12/6 and was told to mail my phone via UPS with a label and package that was printed up at the Xfinity store. I dropped the phone off at UPS after backing it up and performing a factory reset on 12/9. I checked and verified the shipment was completed on 12/20 but haven't received any email confirmation that it's been received.
I've talked to multiple customer support representatives from Xfinity and have heard the following:
1. It could take up to 30 days upon Assurant receiving your phone to get an update
2. Once Assurant has processed my phone then it could take up to 90 days for Xfinity to issue the debit card
3. An offer code or something like that needed to be generated by a Sales Rep as part of initiating a trade in. From the Customer Service reps I've talked to it doesn't sound as though this was done.
At this point I'm wondering if I may have just sent my old phone into the void without any chance of getting either the debit card or any credit for my old phone.
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user_0ccc16
Visitor
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2 Messages
2 years ago
I did receive the trade in confirmation from assurant, my trade in phone was delivered in 12/18 and i got email from assurant on 1/4 that device was accepted. But i m still chasing for the $450 gift card for which i don't have info or way to track that online, not even on here: https://xfinityincentivetracker.com/status/status-by-billing-information
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Rnappy
Visitor
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1 Message
2 years ago
Same issue here. I received the checks from Assurant but nothing in the incentive tracker. No help what so ever. Going to send a message to the customer service director next and to the utility commissioners office because this has turned into a scam for a lot of people.
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user_21396c
Visitor
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2 Messages
2 years ago
I have issues to send the trade-in phone to Assurant. First, I purchased a new phone on Dec 6 and claimed the Black Friday Offer, but Xfinity mobile said I could not get the offer. It took almost two weeks, but the issue could be solved. Then, second I could not receive the email for the trade-in that has the QR code to print the return label. I've talked many customer agents and finally a customer support agent gave me a case number for the return label. The customer agent said don't worry, you will get it... Today January 18 I called xfinity mobile again to check the status and talked two customer support agents. The first agent could not handle the issue and he transferred me to another agent. The other agent seemed to understand the issue and took while, but then the phone call was suddenly hanged. I tried to call them again, but no one pick up the phone. after while I needed to use my phone, but could not make any phone calls. "We are unable to complete your call..." What did they do to my phone and my account? I bought the phone in cash, and it's my phone and I paid for the mobile plan too. I need to go to a local xfinity mobile store tomorrow to find out what happened and to fix the another issue. I have spent many hours and many days for this issue and I've really regret that I bought the phone, but now I need to be more worried after read these complains here.
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IIan
Visitor
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12 Messages
2 years ago
I was eventually contacted by the executive resolutions team. Team member Cara left me a message last week stating the money for the phones was in process and that my gift cards should be sent by mid February, which is about a month later than the terms of the agreement, which I posted above. Starting late last week, I have called and left several voice messages and emails nearly every day, but none have been returned.
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Paul987
Visitor
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3 Messages
2 years ago
Still waiting for an update from Assurant, Xfinity, or anyone for that matter on the status of my phone trade in. I was told today by a customer rep that shipments from other carriers other then Fedex or from a store could take as long as a month or two to show up in their warehouse. It's frustrating since it's already been a month since UPS reported the phone delivered.
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