Black Friday Offer - phone trade in / rebate status phones received by Assurant waiting over 1 month

I too am having this same issue for 3 trade-ins which were all sent in and completely processed by Assurant. None of the 3x $450 appear on my tracker. I have a ticket open with Xfinity but no updates about its status for 10 days.

Also missing my $450 gift card. Got my trade in check for $7 but not the $450 that got me to make the purchase in the first place. 

I am having same issue. Assurant received my trade-in device on 12/10/2021 and no updates since then. I contacted Xfinity via chat was told $450 will be available on https://xfinityincentivetracker.com/ by 1/12/2022.  Nothing on it yet. I have chatted again and got a ticket created. No updates yet.  I would appreciate help on getting this resolved.

Another person here with no feedback or information on the $450 gift card.  I bought my new iphone and initiated the trade of my old one on 12/5. Shipped the trade to Assurant and it was received on 12/18. After getting no response from Assurant, they finally accepted my trade on 1/10.  Received the check from Assurant a few days later.  2 weeks later and still nothing in Xfinity incentive tracker about the $450, or the $100 new line reward, or the $50 new device purchase reward.  All of which I should be entitled.  And please do not respond that hey we should call your awesome Xfinity Mobile team.  I have. Twice.  They know nothing and do nothing and blame Assurant, even though I do not see anything else for Assurant to do.  They've processed my trade and paid me out already.  And 2 of my reward gift cards have nothing to do with Assurant anyway (the new line and the new device purchase).  That's been 6 weeks since those should have triggered.

Really frustrated as it is clear this is an issue for hundreds if not probably thousands of customers who thought they were getting a good sign up incentive, only for Xfinity to leave us all hanging, and then subsequently begging and wasting a lot of time in places like this, to get what we were supposed to be entitled to.

I also have the same issue. I did 3 trade-ins. Assurant got my old phones on 12/20, and I received their checks about two weeks ago, but there is no communication on the 3 $450 gift cards, no tracking on the reward tracking site either ( no $450 trade in, no $100 new line reward, no $25 new phone purchase reward )

While my 3x $450 trade-ins now show in the tracker as a single $1350 gift card as "Processing", I also had 2x $100 new line rewards and 4x $50 new phone rewards which while they show in the tracker disappear randomly from the tracker for a week at a time and reappear with new dates (this has happened multiple times). Further they only display 1x $100 new line and 1x $50 new phone rewards when I have multiple.

I finally got the $450 x2 showing up on the incentive tracker site. It took a while but it eventually happened. We'll see if the cards eventually show up.

I did receive the $50 promo as well, but no word on the $100 which I did qualify for. Feels like luck of the draw at this point.

Hello @Xfinity_Support 

I am in the same bote. I have returned my trade-in device and it got delivered to the Xfinity-Assurant provided shipping label on Dec 15, 2021. I have the USPS tracker confirmation. In the past 2 weeks, I have given several calls to the mobile helpline. None of the Mobile Support team members had any idea on how to deal with this situation. Three of the times I have asked to wait on the call for hours, The Xfinity support got Assurant agent on the call and they simply said they do not deal in the trade-id but they just process the refund. This is a very frustrating situation where I have waited on calls for hrs and no solution has been provided.

Event Mobile Tier II / Advance Support team could not provide any update. 

Can you please guide what to do next? It's been close to 2 months since my trade in the device is delivered to Assurant/Xfinity. Neither the $450 promotion card has been delivered nor the trade Id money ($154) to me.

Same problem here, trade in an iPhone 11 Pro Max 256gb for 424$ on November 2021, but I am still waiting from December 18 until now, after I made many calls, no one can help me to solve they issues and I just came back to the store today Mar-2-2022 but they said I may have to wait up to 20 weeks to get the answer/check from Assurrant!? Really??? I feel like it is a scam…because seems like nobody over there care about you when you are already their customer and they treat you like a stupid person who just pay for the service every month I wish I didn’t do any trade in last Black Friday, never again! I would like to see what will happen next with 450$ gift card. Could be worse but I think about getting close to talking to the lawyer. I can’t understand why the customer service representative exists but nobody can help! Xfinity Mobile please give us a better service before your company loses more customers. I will update my situation so you can decide what to do! Good luck everyone.

This process has been a headache and a half. We are leaving XFinity Mobile after our current contract is up as I cannot stand to stay with a company this inept.

We also traded in 2 iPhone 11's back in Early December, sent out on 12/2. We purchased 2 new iPhone 13 pro's on 12/2 as well. We were supposed to get 2 - 185.00 checks for the iphone 11 trade in's and 2 - 450.00 gift cards for the Black Friday deal where you purchase a new device and trade in a old qualifying device. I have spent roughly 20+ hours on many calls with this tier 1 and tier 2 customer service department and we are still having a hard time coming to a complete resolution to get us all we are owed. At this point, 1 - iPhone 11 has been paid out for 1 - 185.00 check. We struggled to get Xfinity to send us the 2 450.00 gift cards, but after a lot of angry calls, we have received those. We are still owed 185.00 for one of the phones at this point and it is almost 4 months later after the trade in process started. THIS SHOULD NEVER HAPPEN. Trade ins should happen at the store and they should pay you right then and there. I have excellent documentation that clearly states Assurant received both of the devices on Dec 8 shortly after 12:00 noon at the facility on Willow Springs Ln in York PA. The tracking number confirms this. Why is it so hard to send us the check then? They already sent a check out for 1 of them on 12/23. The phones were sent out by us and received by them at the same time. 

Unfortunately going to add to this thread.

On 2/10/22 my wife and I started the trade in process so we could upgrade to the new S22 Ultra.  The incentive was to receive 225 for my phone and 200 for my wifes (both S20 phones).  Also we are to get rebates from xfinity for the upgrade as Im sure many have seen the offers on the site.  We got our phones on the 26th and sent out our old phones that same day.  We did receive the original email from assurant giving us the confirmation of starting the trade in process. We followed the instructions, shipped our phones in the box our new phones arrived in along with the proper paperwork put inside the box.  I followed the tracking information as well.

On 3/3/22 our phones were received by assurant.  According to the site on xfinity, we were to receive a website link for us to track our status with assurant.  I missed this part when I first started the return.  There is no mention anywhere on that email from assurant on tracking the trade in.  It did say, however, that we would get an email when the phones were received.  It's been 6 days since then (technically 4 business days) and no email yet.  Seeing how some of you on here have spent weeks going through this, I decided to jump in here right away to escalate this.  

To be fair, I did just chat with xfinity on the site about it.  However, they gave me a phone number for assurant which takes you to their automated service for tracking a claim???  This is not a claim on a damaged device, it's a trade in.  I don't understand why I was given a number for that.  Then of course the wait times are so long I can't speak to anyone.  I was also told by xfinity chat that they would reach out to assurant to email me the tracking link.  Ok... we will see if that happens.

Lastly, I do not know when I will receive the rebate card promised for upgrading our phones.  There is not very clear information on how that works.  I do know you have to have the new phones active at least for 30 days on the line (I've been a customer for a few years now) so I guess I wait at least 30 days?  Seems like that should be told exactly when those will be sent out.

To summarize, it just is not good practice to offer up such good deals and then not follow up with explanations once you initiate the process as a consumer.  Doesn't provide much faith in either company (xfinity/assurant).  I'm really mostly disappointed so far with assurant and after some research...I never want to deal with them again.  Horrible reviews online about how assurant has handled or mishandled things.  

So - for others reading this and wanting to do a trade in or take advantage of an offer - buyer beware of what you are getting into first!

100% spot on. Communication is horrible. Using a 3rd party facility to manage your trade in process is just bad news. Have traded in to AT&T and Verizon in the past and they take your trade in and pay you out for it then and there at the store, or allow you to apply the credit to other devices or accessories . A lot can go wrong when a customer has to mail a device out and wait for it to be processed, especially when the company managing the process (assurant) is horrible from a communication standpoint. 

I had the same kind of issue that was just resolved tonight with a $450 credit to my mobile account when I got a call back from a woman from the Comcast Corporate Installations Team.  She verified all of my information and I had the credit immediately.  I purchased a iPhone13 and traded in my Galaxy S9 for $28 from Assurant.

I suggest that people having these issues go to this link and submit your information.  It will tell you that someone will get back to you within 3-5 business days.  I'm pretty confident this is what got me my call back tonight.  https://xfinityincentivetracker.com/contact

You should be prepared to provide information about what phone (and memory size) was purchased, what was traded in and have the offer number from the Assurant confirmation when you get called.

I too am having difficulty obtaining my $130.00 trade in check. I have called 4 times and am given the ROYAL run around. I am almost certain that this is a scam and others need to be warned not to fall for it. I will be contacting my local TV network, that has a program to warn people about scammers!!!