Xfinity Mobile Trade In [Edited]
On July 24th, 2023, I ordered an iPhone 14 Pro Max and took advantage of the $600 trade in for my iPhone 8 Plus. I inspected the phone before shipping it off to trade in. I received an email this morning from Xfinity Mobile stating, "Unfortunately, your trade-in phone doesn't meet our acceptance criteria for the following reason: Physical Damage” The email stated that I was NOT getting the $600 credit towards my new purchase because of physical damage. When I sent the phone in, I looked it over and there was no damage to the phone at all. This phone spent its life in an Otterbox Phone case so there was no damage to this phone whatsoever. Today, FedEx delivered the phone to my front door, and I inspected the phone and saw a small chip in the upper right-hand corner of the phone (see photo) that was not there before I mailed it out to Assurant.
I called Xfinity Mobile to complain and I was told I had to contact Assurant because they reported the phone had physical damage to it. I’m a Xfinity customer, but I'm not Assurant's customer, so Assurant has no interest in helping a non-customer. I spent one hour and forty-five minutes on the phone with Xfinity Mobile with 6 people whose first language is not English, and no one could help me resolve the issue. I spoke with 6 people and every time I was transferred to someone else, I got angrier. There was no one who was able to satisfy my needs as a Xfinity customer.
There are 2 questions asked when trading a phone in on Xfinity Mobile's website:
- Does your phone power on? Your phone must be able to power on to qualify.
- Is your phone free of damage? The screen should be free of cracks. Phones with physical damage including missing buttons, damaged charging ports, or liquid damage are ineligible for a trade-in offer.
I stand by my statement that my iPhone 8 Plus was free from damage, and I accuse Assurant of damaging the phone to save Xfinity the $600 in trade in credit for their customer. I ordered a second iPhone 14 Pro Max a couple days later and traded in another iPhone 8 Plus and I saw on the website, in my account, that phone was rejected as well.
So, here's the scam Xfinity Mobile is in cahoots with Assurant, a third-party partner. Xfinity offers trade values on their phones to ensure their Xfinity Mobile service customers will buy phones from Xfinity Mobile and nowhere else. Xfinity Mobile offers a little more on the trade in to entice customers like me. They ask a couple questions about the phone and give you a value. You see how low your payment is and you order your new phone. You send in your trade into Assurant, not Xfinity Mobile, because they can say they "partner" with Assurant to help evaluate trade in phones. Assurant receives my phone, puts a chip in the corner of my phone, and they notify Xfinity Mobile that they just saved them from giving a Xfinity Customer a $600 credit, in my case $600 credit for 2 trades in phones for 2 new iPhone 14 Prop Max. Assurant must make some sort of commission for every phone they break and make ineligible for trade in.
Once I receive my second trade in back in the mail, I'm returning my 2 iPhone 14 Pro Max phones back to Xfinity Mobile and then I'm cancelling my Xfinity Mobile account and my Xfinity account that I have had for almost 20 years. I promise I will do this unless Xfinity Mobile resolves the issue immediately and gives me the credit they agreed to give me when I bought my phones. If they do not choose to do the right thing, I will contact the Attorney General's Office of the State of Connecticut and issue a formal complaint against Xfinity Mobile and their scheme to defraud their customers through a third-party accomplice.
I hope this gets resolved in a timely manner. The photos of the chip that Assurant added to my iPhone 8 Plus trade in is below.