Visitor
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1 Message
Device payment plan
I’m beyond frustrated, I’ve been told by xfinity if I upgrade to the premium unlimited and trade in my phone, I can get the iPhone 17 practically for free… well when I went to the store to try and take advantage of this I was denied due to a freeze I placed on my credit reports… so I lifted the freeze and tried again, denied… they told me to give it 24 hours and to try again, well it’s been 9 DAYS and they still want me to pay in full… I have expressed my frustrations with them and they told me to “wait” it out and there’s nothing they can do…. I have a flawless payment history and my credit score is near the 800s…. Why am I paying more for a phone plan when I cannot use the benefits that come with it? I’m at a loss and honestly might have switch phone providers if this does not get resolved asap.
XfinityEva
Official Employee
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2.1K Messages
2 months ago
@user_bkzpcd Thank you for taking the time to reach out about this concern and it sounds like you have tried the right steps. We can provide additional assistance here. May I please have you send us a direct message with your full name and service address?
To send a direct message:
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ant33mart
Visitor
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3 Messages
1 month ago
Was this resolved? I've been dealing with this exact problem.
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user_k70lno
Visitor
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1 Message
20 days ago
How on earth do you get someone here at Xfinity Mobile to respond to billing issues or understand my device payment agreement that I have documented? I’m beyond frustrated!!!!!!!!!!!!! I was told by an Xfinity online agent that seemed knowledgeable if I upgrade to the premium unlimited plan and trade in my iPhone 13, I would get a "free" iPhone 17 with the trade-in. That's fine, because I knew that the device credits would be applied over 24 months. I'm only getting half the credits for the phone that was traded in. I've expressed my frustrations with them and we agreed to a resolution and nothing happened on my next bill. Called again and they said nothing they can and go to the Xfinity store. By the way, the Xfinity store does not deal with billing issues. I’m at a loss and honestly might have to report this to the BBB or other means of legal matters if this does not get resolved ASAP! Also, this "Direct Message" support link/help link...where is it???? How about a person, who can actually help me, pick-up the phone a give me a call and do their job...provide customer service!!!
-Thanks
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