Missing note 20 ultra

[TMNTFAN81]

I went into an xfinity store in November of 2025 and was gonna use my note 20 u as a trade In. They took my phone to the back, came back and proceeded to set me up with a s25 ultra. They couldnt get it to finalize the terms or whatever. They were asking g for consent from me and we couldnt fi d the emails. A very long story. But at the end of it I never got a new phone, I never got service set up. And I also never got my note w0 ultra back. I finally got them to acknowledge that they made a mistake and they are sending a 500 visa gift card as compensation for a 1499.00 phone. Not one scratch or ding. This g looked brand new.

[Robin621k]

How did you even walk out of the store without your phone?


Go to Swappa and get a another Note 20.

[TMNTFAN81]

I had a z fold 7. The note 20 ultra had been a paper weight for the last month. I was gonna get the 25ultra for my son.

[Robin621k]

That doesn't explain how you walked out of the store without the Note 20U, or am I missing something here?

[TMNTFAN81]

Oh, sorry. I was there for almost 5 hours trying to figure out where they where screwing everything up and at the end of that day the salesman said to come back tomorrow, so I did....
....twice. by the third day I was mind melted. I could barley speak.

[GaryB82]

I’m a bit confused—why didn't you demand your Note 20 Ultra back before leaving the store, especially since the trade-in process wasn't finalized and you weren't walking out with a new device?  I’m a bit confused—why didn't you demand your Note 20 Ultra back before leaving the store, especially since the trade-in wasn't finalized and you didn't receive a new device? Regardless of the situation, I strongly suggest posting this on the Xfinity community forums, as Samsung has no control over the actions of a third-party retail store.

[TMNTFAN81]

I figured I'd be back tomorrow. Then I just finally never went back for like 2 weeks. I was driving g by one day and was like "oh yeah, my note 20." And the sales guy acted like he didnt remember me. I raised my voice a Lil bit and took a step towards him and his memory came back so fast, but his only answer was to come back tomorrow when the manager was there so we could all figure this out together. I just went home and call xfinity customer service and just 3 days ago got it resolved. They are gonna give me in cash what they were gonna give g
For a trade in value. I the form of a pre paid credit card

[TMNTFAN81]

Im pretty sure there is still an ongoing investigation about the management and the salesmen involved.

[TMNTFAN81]

It was just a story to share not looking for anyone here to do anything. Its been resolved.

[GaryB82]

I agree that this is a frustrating situation. Even though you’ve reached a resolution, I would still highly recommend posting this story on the Xfinity community forums. Sharing your experience could serve as a valuable warning to other customers and help them avoid similar issues with third-party retail stores.