Visitor
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3 Messages
Device Payment Plan Eligibility Issues
Hello, I have been trying to upgrade my phone for 2 months now. The first time I called, I was told I needed to contact Equifax because there was something wrong with pulling my credit. I did so, and nothing wrong. No security freezes or data issues. Perfect credit score. Called Xfinity again, and this time I was told to contact Experian. Again, nothing wrong. Called back a 3rd time, ticket ECM0017383155, and told it was Xfinity's issue and that it would take 2 to 3 months to fix. This is the most unacceptable answer from a customer service standpoint I have ever been given. This isn't hard, fix the issue with my account in your system and let's move on. If you aren't going to, then tell me so I can take my business elsewhere. Absolutely worst experience with Xfinity I've ever had in over 10 years of having services from you.
XfinityBenny
Official Employee
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1.1K Messages
2 days ago
@user_vxn3sz Thanks for adding a post. That can happen when a customer has their credit profile locked. While our checks are only soft checks on credit, to confirm the eligibility, it does need to have an unlocked credit profile to verify successfully. Do you recall having it locked to protect your credit?
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