Denied financing despite excellent credit and zero blemishes on payment history

Xfinity team,

It seems that this issue has been posted on this forum many times in the past. Here has been my experience with what seems to be a simple complication.

Two months ago, I became eligible on both lines for phone upgrade. I went to the Xfinity store where the representative conducted a soft credit pull without informing me. Therefore, my credit remained frozen and my financing was denied.

Since then, I have been to the store and emailed/texted with several representatives who have all come back with the same conclusion- The only solution is to purchase the phone upgrade outright and proceed without financing.

This seems like the incorrect solution. I have asked to speak with the credit team on multiple different occasions. This request is always met with “they will email you” Which has not happened thus far.

The back-and-forth has gotten quite exhausting. The credit team needs to remove my initial inquiry and conduct a new soft pull once my credit has been unfrozen on all three bureaus.

I look forward to your response and appreciate your attention to this matter.