Can’t Credit Check due to identity theft

I’ve been trying to add the FREE mobile plan that comes with my new Internet service but I keep getting blocked for having frozen credit, which I froze on purpose as I’ve had my identity stolen. I made an attempt to unfreeze for Xfinity as are requiring a credit check for this again, free, additional to my plan, but found my Experian account was also hacked, so I have no way to unfreeze until they investigate. Meanwhile I can’t switch my phone to the new service with the credit check. I need an alternative. I have good credit, which must be why I keep getting hacked. Need some answers here, I already have a phone, my own equipment and I’m going to pay by bank account, why is this credit check even necessary? I’m not asking for credit and my bill is only $30 a month for a year, I could prepay but they didn’t even offer that. Help?

Responses

XfinityChristy

Official Employee

•

2K Messages

3 months ago

XenaAvenger Hello and thank you for reaching out to Xfinity via our Xfinity Community Forums. I understand your frustration, and I apologize for the difficulties you're experiencing with adding the free mobile plan to your account. I can see why this is frustrating, especially given your recent identity theft experience. I want to assure you that we understand the importance of customer security and privacy. While we do perform a credit check for mobile service, it's primarily to help us assess the risk associated with extending credit for devices or services. Since you're bringing your own device and the plan is included with your internet service, I'll review your account and see if there are any alternative options available to you. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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XenaAvenger

2 Messages

Appreciate the reply but it was empty false hope, the fact I am not putting Xfinity is any sort of financial risk by bringing my own equipment means nothing to them as they blanket refuse to offer me the mobile plan without a credit check first despite the fact I actively cannot remove a freeze with my accounts at risk from identity theft. I am disappointed in Xfinity, they have no risk to mitigate for such a low cost plan and with no rental equipment involved. I guess they just HAVE to know what my credit is, even though it has no business impact on them. So sad they have a monopoly as once there is adequate competition I suspect Xfinity will quickly go out of business with the way they treat people. This whole forum is full of people flagging how unsatisfied they are and it means nothing to Xfinity because they can afford to not give a damn.

(edited)

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3 months ago

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XenaAvenger

Can’t Credit Check due to identity theft

XfinityChristy

XenaAvenger

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