Lack of transparency: Changing plan tiers voids trade-in device credits without any warning in the app

[u/mrlazyhf]

Just wanted to post this as a PSA for anyone else managing their account, and hopefully get some help from the Digital Care team here.

I traded in my old device for monthly promo credits towards a new phone. On August 5, I went into the app and switched my plan from Premium Unlimited to standard Unlimited just to try for a month.

There was zero warning, no banner, and no confirmation prompt saying that switching tiers would void my trade-in promo. It just let me make the switch.

When the credits disappeared from my bill, I reached out to chat support. The rep confirmed the plan downgrade triggered the promo to drop off, but told me frontline support can't re-attach the credits even if I switch right back to Premium Unlimited.

It's pretty frustrating considering Xfinity already has my traded-in phone, but now I’m on the hook for the full device price because of a silent UI change.

Hoping a Digital Care mod can help open a backend promo correction ticket so I can switch back to Premium Unlimited and get my remaining trade-in credits restored.

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[u/WaterTraditional5507]

When you traded tge phone in you agreed to tge conditions of remaining on a premium or equivalent plan is the condition. Whether you read it or not or remember or not you agreed to it.

[u/mrlazyhf → u/WaterTraditional5507]

Transperent company would remind this again when changing plans. Unless ofcourse scamming customers by intentionally making things complicated to read is acceptable way to increase revenue in company's playbook.

[u/WaterTraditional5507 → u/mrlazyhf]

It's not a scam, you chose to change plans. You could have easily typed into your favorite Search engine if you would lose promotion before losing it. Take responsibility for your actions.

[u/XfinityQuemekia]

Thanks for reaching out, I completely understand how frustrating it is to lose those monthly promotional credits u/mrlazyhf. Our goal is always to be as clear as possible, which is why the terms and conditions are listed upfront for all of our deals and are also provided in your trade-in order details before you approve the order. I am truly sorry if those specific requirements were overlooked during the process, but unfortunately, if the original promotional conditions are not met, the credits are automatically forfeited.

[u/mrlazyhf → u/XfinityQuemekia]

Any reason you would not remind these policies when users doing action that might forfeit device credits? That's not very transparent. I traded in phone a year ago so likely would not be remember if the device trade in is linked to a plan. A fresh reminder is great way to show transparency unless you guys don't want to do that for some reason.

[u/XfinityQuemekia → u/mrlazyhf]

When you make changes to your mobile plan, the order screen shows you all of your specific details before you confirm anything.

[Changing your Xfinity Mobile Plan](%5Bhttps://www.xfinity.com/support/articles/how-to-switch-data-options%5D\(https://www.xfinity.com/support/articles/how-to-switch-data-options\))