3 Messages
Missing Trade In Credit
I got a new phone and traded in my existing paid off phone during their promotion to receive $600 off my new phone purchase spread out over 24 months. This was April 8. I sent in the phone, received confirmation it was ACCEPTED and would receive my credit. This shows in numerous places in my account and email.
Since then, I have spoken with over a dozen customer service representatives that have given bogus explanations on why it hasn’t shown up on my billing statements, each time them telling me they’re fixing it an to wait a week, 10 days, a full billing cycle, the 3 month waiting period, etc. It is now September.
Everyone I have spoken to confirms they can “see” I should be getting it. Has anyone had a similar issue and how did you get it fixed?
Accepted Solution
user_08e0de
3 Messages
8 months ago
Back to confirm I filed a complaint with the FCC shortly after this and my issue has now been resolved.
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XfinityThomasC
Official Employee
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1.5K Messages
8 months ago
Hello @user_08e0de. Thank you for reaching out for help with Xfinity Mobile service, via our community forum. Due to our limited access to mobile accounts to receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist
You can contact our Xfinity Mobile support center via any of the following methods:
Thank you for participating in our community.
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surragard
Visitor
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9 Messages
8 months ago
Similar issue. I traded in two phones, each with $700 of trade-in credit over 24 months. It took 3 weeks and 4 calls to customer service AFTER FedEx confirmed delivery of the phones before they acknowledged they were received. For the first billing cycle after that, I got the trade-in credits but both were applied against the same line on my bill. I thought that was weird but since the dollar amount was accurate I thought I was all set. This month, only one trade in credit shows up on one line and my second line shows up that the trade-in credit will be applied once the phone is received.
Makes no sense but I can’t get anywhere with the chat support. They stopped responding after asking me to confirm which bill is inaccurate. As soon as you mention a billing dispute they disappear in chat. The person I’m chatting with comes up as just “Mr.” so you don’t even know who you’re talking to.
I’ll try calling on Monday to probably be told they have no idea and their escalation team will say once the phone is received you get the credit.
Normal Xfinity support is pretty good but the Xfinity Mobile support team is extremely difficult to work with. The service is tremendously cheaper than what I paid with Verizon so you get what you pay for but I just wish there was a happy medium here.
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