Visitor
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1 Message
Xfinity Support
Hello, I am a Gold Rewards member requesting an Executive Billing Escalation for a persistent account error. On January 10th, I paid off my smartwatch in full, but my account was never updated to reflect 0 active DPP balance on that line. Because of this technical database sync failure, my hardware credit limit is stuck at $0.
I now have 8 consecutive months of perfect, on-time payment history with no service interruptions, and my credit score is back in the 612–614 range. I need an official Corporate/Executive ticket opened to perform a Manual DPP Database Reconciliation to clear the ghost watch line and manually recalculate my Device Payment Limit based on my 8 months of on-time history.
XfinityRaul
Official Employee
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2.9K Messages
13 hours ago
Hello, @user_wv567h. We appreciate your loyalty throughout this time and I would be more than happy to help get the DPP Database Reconciliation to clear the ghost watch line. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Here's a link that includes a guide on how to send a DM https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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