Visitor
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1 Message
Can Never get a new phone after being a customer for 2 years
I've tried for the past 6 months to try to get a new Samsung phone but keep being told about credit through Xfinity I both have Internet and mobile service I pay over $200 a month and can't get a new phone but I can leave Xfinity right now and go to Verizon and get a brand new Samsung Galaxy s26 Ultra with no issues. Why can't I get that with Xfinity my bills are paid on time I don't owe anything on any of my phones because they were carryovers. Just literally got off the phone just now after being on hold for an hour and 17 minutes with somebody that I can't understand. It's telling me to wait one month one month she kept saying and call back in and try again why it be denied? This is the worst company ever when you want anything new, seems like they give all new customers of the world but when you've been with them for a while you get nothing but increased bills
XfinityKam
Official Employee
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178 Messages
4 hours ago
Hello @user_2z4yqz thank you for taking the time to share what’s been happening. I can definitely see how frustrating it is to consistently run into the same roadblock, especially after being a customer for a couple of years and keeping your account in good standing. Device financing is based on an internal credit evaluation that’s separate from billing history. The guidance you were given to try again after a period isn’t random it usually means your account is set to be re-evaluated after that timeframe. Once that refresh happens, it can open up new options depending on what the system determines at that point. We also have the following resources https://www.xfinity.com/support/articles/how-to-make-monthly-payments-on-phone and https://www.xfinity.com/support/articles/eligibility-faq. I hope you find this helpful.
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