Visitor
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1 Message
Help! DPP issue I can't get resolved.
I am an existing customer in good standing. My previous internal credit restriction was triggered by a past-due balance over a year ago. I have maintained excellent payment history on both internet and mobile lines for well over 6 consecutive months, and my old devices are completely paid off.The system has cached an outdated 'denied' status, leaving my DPP limit at $0. I need a Tier 2 specialist to manually recalculate my internal credit tier and reset my Financing Limit (DPP Cap).
I cannot seem to get any customer service agents to understand what I'm saying and asking for. I've been dealing with this for months now. I keep being reassured they've taken care of it, have escalated it, etc yet months later, my DPP Cap is still $0 and my mobile lines allowed is restricted. Can someone with the appropriate Tier level please help me?
XfinityRaul
Official Employee
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3K Messages
24 days ago
@Pstallings1022 Thank you for reaching out to us via Forums for assistance with your DDP cap. I also appreciate you staying on top of your service bills these past 6 months. I'd like to help get your financing limit recalculated.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Here's a link that includes a guide on how to send a DM https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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user_foz2ah
2 Messages
15 days ago
I’m unable to upgrade ever since we moved last year and the Xfinity agent that transferred my account botched it. I was told my account “credit” wasn’t properly moved to the new address and after a year I’m assuming it still wasn’t done. I have exceptional payment history and have been with Xfinity for several years now. I’ve called many times, gone to the store many times, yet no resolution ever.
It’s defeating to know I have paid Xfinity THOUSANDS of dollars but can’t get a clear answer or help.
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