Elite Credit Score (820+ FICO / 800 NCTUE) Wrongfully Flagged as Credit Risk for Device Payment Plan

I need some help please from an Xfinity employee who can get me to the correct department for a resolution. I ported over to Xfinity last week. The customer service rep asked to run a soft credit report. I asked if I needed to unfreeze my credit reports first, and he said no.  I was then denied with a credit score of 821+ and a NCTUE score of 800.  I've since removed my credit freeze, and Xfinity has re-run the credit but yielding the same result.  I need someone on the credit escalation team to purge the original credit inquiry token and rerun my credit now that is is unfrozen. I'm very satisfied with the service thus far, but may be forced to port over to another carrier soon if this isn't resolved so we can purchase the new iphone 18 pro (2 phones). I even offered to pay for the purchase in full, but xfinity will not do this in conjunction with the trade in offers.  I also offered to prepay for 6 months of service, but to no avail.  HELP PLEASE!!!