Device Payment Plan Eligibility Issues

Hello, I have been trying to upgrade my phone for 2 months now. The first time I called, I was told I needed to contact Equifax because there was something wrong with pulling my credit. I did so, and nothing wrong. No security freezes or data issues. Perfect credit score. Called Xfinity again, and this time I was told to contact Experian. Again, nothing wrong. Called back a 3rd time, ticket ECM0017383155, and told it was Xfinity's issue and that it would take 2 to 3 months to fix. This is the most unacceptable answer from a customer service standpoint I have ever been given. This isn't hard, fix the issue with my account in your system and let's move on. If you aren't going to, then tell me so I can take my business elsewhere. Absolutely worst experience with Xfinity I've ever had in over 10 years of having services from you.

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XfinityBenny

Official Employee

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1.1K Messages

1 day ago

@user_vxn3sz Thanks for adding a post. That can happen when a customer has their credit profile locked. While our checks are only soft checks on credit, to confirm the eligibility, it does need to have an unlocked credit profile to verify successfully. Do you recall having it locked to protect your credit?

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user_vxn3sz

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No locks from the "Opt Out" that you can do. That was one of the questions I asked Experian and Equifax when I called. No freezes, no locks for that either.

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1 day ago

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XfinityJeniece

Official Employee

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3.5K Messages

user_vxn3sz

We would be happy to take a look at your ticket on our end to see if we can get you more information on the payment plan options. Can you please send us a Direct Message with your full name and your full address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

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1 day ago

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user_vxn3sz

Device Payment Plan Eligibility Issues

XfinityBenny

user_vxn3sz

XfinityJeniece

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