Visitor
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3 Messages
I'm upset
In early August my son and I went to Xfinity to upgrade our phones. They upgraded his first to a Galaxy S26 Ultra and gave me a $700 credit for his S23 Ultra. I went to pre order a Galaxy Z Fold 8 for My Flip 7. They told me I couldn't. That I had a $3480 credit limit. Which was news to me. Didn't know I have a credit limit. That I couldn't purchase the phone as it was $167 above my limit, and to wait a few billing cycles. After 3 billing cycles I have paid about $230 toward the devices. So I went to upgrade knowing I was finally good. Now they are saying my credit limit is $3000. I'm now $430 above my credit limit for the phone. Which is more than I owe on the Flip 7, and to wait longer. I'm very irritated. I have been an Xfinity customer for for many years and always made on time payments. Have an excellent credit score, and am willing to pay for what I want, but they won't let me have it I guess. What's the point of paying extra for anytime upgrade if they won't let you upgrade!!?? Not to mention I feel like I being lied too. I even have creen shots of the conversations with the live agents. They said I could do a soft pull, but could get me in touch with anyone to help me with that. So why are you saying I can do that if you can't get me in contact with the proper people to do so?? I even bought a case for this phone before I went to upgrade knowing I was in the clear, just to find out they want to play with me some more about it. What do I do now!?
XfinityDilary
Official Employee
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3.9K Messages
3 days ago
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XfinityJeffB
Official Employee
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835 Messages
1 day ago
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user_a5wu75
Visitor
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3 Messages
1 day ago
To the Xfinity Executive Resolution Team,
I am writing to formally express my dissatisfaction following a recent conversation with a representative regarding my account. While I was advised that the Executive Office would contact me within 72 hours, the representative who called offered no actionable solutions, leaving my ongoing account issues entirely unresolved.
As a Plus Plan subscriber, I pay a premium for the explicitly advertised "Upgrade Anytime" benefit. However, I have been repeatedly blocked from upgrading my device due to an undisclosed account credit limit. This situation stems from an in-store visit in August to upgrade devices for both my son and me. The representative processed my son's new device first, which unexpectedly exhausted the account’s credit limit and blocked my preorder. Had your staff disclosed this limit prior to processing the transaction, I could have made an informed decision on how to prioritize our upgrades.
Since that visit, I have encountered continuous misinformation and systemic roadblocks:
Inaccurate Guidance: I was explicitly instructed by Xfinity staff to wait two billing cycles to proceed with my upgrade. I waited three, only to be informed I am still ineligible.
Flawed Credit Application: The system appears to be holding our promotional trade-in credits (a $700 credit for my son's device and my remaining $166.67 credit) against the account as debt. Furthermore, Xfinity will not allow me the option to simply pay the difference out of pocket to proceed with the upgrade.
Irrelevant Account Cross-Referencing: The representative attempted to justify the restricted upgrade by citing a single, slightly delayed Xfinity Internet payment from last winter—which was paid just days late due to holiday travel. My internet utility is entirely separate from my mobile account. I have maintained a flawless, on-time payment history with Xfinity Mobile for years, alongside an excellent personal credit score.
Financial Detriment: My current device, a Galaxy Flip 7, is depreciating rapidly. With each passing day that Xfinity blocks this upgrade, the trade-in value of my device drops significantly. I am progressively losing value due to Xfinity's lack of transparency and refusal to honor the terms of my plan.
Additionally, my son—an adult who promptly pays his portion of the bill—is prevented from migrating to his own Xfinity Mobile account simply because he is not an independent Xfinity Internet customer, unfairly trapping us in this shared credit limit dilemma.
I am fully prepared to absorb the estimated $20 monthly increase to my bill. I am simply requesting that Xfinity honor the "Upgrade Anytime" terms of the Plus Plan I pay for, manually override this undisclosed credit restriction, and authorize my device upgrade.
I expect a prompt review of this matter and a practical resolution that honors your commitments to a loyal, on-time customer.
(edited)
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