Phone upgrade

Why has it taken me 2 month of on-line chats and two visits to a Xfinity storefront to find out that it takes my completing 6 payment cycles to qualify to upgrade a phone on my account. Particularly, when I’m paying for the highest level of service that offers two phone upgrades a year. 

i finally learned, when talking to an agent today, about the policy. As I mentioned, I’ve walked into stores and have been told that: it takes 2 months of payments, Xfinity can do manual credit checks, the rep will call me to tell me that they’ve resolved the credit question. 

Your still says my lines are eligible for upgrades (which I guess they are if I’m willing to buy the phone upfront. No one ever said that as I signed up. The app doesn’t say that. I’m certain that some where in the small print it’s there, but on-line chats have misled me, sales materials have misled me and in-store employees have misled me. And I pay extra for this higher level of service. Your E2E customer experience and service is not good at its best and misleading at its worst.