Visitor
•
2 Messages
Elite Credit Score (820+ FICO / 800 NCTUE) Wrongfully Flagged as Credit Risk for Device Payment Plan
I need some help please from an Xfinity employee who can get me to the correct department for a resolution. I ported over to Xfinity last week. The customer service rep asked to run a soft credit report. I asked if I needed to unfreeze my credit reports first, and he said no. I was then denied with a credit score of 821+ and a NCTUE score of 800. I've since removed my credit freeze, and Xfinity has re-run the credit but yielding the same result. I need someone on the credit escalation team to purge the original credit inquiry token and rerun my credit now that is is unfrozen. I'm very satisfied with the service thus far, but may be forced to port over to another carrier soon if this isn't resolved so we can purchase the new iphone 18 pro (2 phones). I even offered to pay for the purchase in full, but xfinity will not do this in conjunction with the trade in offers. I also offered to prepay for 6 months of service, but to no avail. HELP PLEASE!!!
XfinityJustinM
Official Employee
•
1.2K Messages
6 days ago
Hi @user_unc5iv,
I'm glad you've been enjoying the Xfinity services thus far! I certainly understand wanting to hop on the latest and greatest. Our team can help dig into this and partner with the right team to see if we can get a new update on that device payment plan balance. We'll need to gather some additional information via our secure direct message channel to locate your. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
0
user_unc5iv
Visitor
•
2 Messages
11 hours ago
Unfortunately after dealing with them for several days, Xfinity still will not remove the original credit. Check to run an accurate one now that the credit is unfrozen. Very disappointing that no one seems to understand or know how to complete such a simple task. Instead, they just do what their system says.
1
0