Visitor
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4 Messages
Eligibility for Device Payment Plan
I have been an Xfinity Mobile and Internet customer since last year. I have had no issues with late payments and I have excellent credit. When attempting to upgrade and trade-in my phone, my credit was frozen and I was deemed ineligible for a payment plan. I have since lifted the freeze and should be eligible. I have tried calling and asking for the previous credit check to be cleared and a new one run, but no one has been able to help. They just tell me to keep trying. This is very frustrating. I've been trying to buy a new phone for several weeks now. Can you please help clear my previous credit check?
XfinityMatthew
Official Employee
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2.3K Messages
2 months ago
Hello @user_ck82w0 We can try escalating this to our Xfinity Mobile Escalations team to see if they can clear it since it failed due to the credit freeze. But most agents will not have the access to override credit checks. Send us a direct message with your name and address, and we will get a ticket opened with that team for them to reach out to you.
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user_ck82w0
Visitor
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4 Messages
19 days ago
I'm still having this issue and didn't get a response to my DM.
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user_gser8s
Visitor
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1 Message
16 days ago
Is there another solution to this? I've tried explaining this over and over again with zero success. I also can't direct message support, despite the opt out box not being checked so that's not an option either apparently and I'm so beyond frustrated with the entire situation
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user_sherri629
Visitor
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1 Message
2 days ago
I have this same issue. Excellent credit score. My report was frozen and I unfroze that a week ago. Now there is no one so far that does anything other than try again and I get the same answer...that I have a credit limit of zero. Try again in 21 days....or 6 months (that answer varies). But no answer or help at all.
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