Visitor
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2 Messages
moblie device upgrade
Dear Xfinity Executive Customer Relations Team,
I am requesting an executive review of my account regarding an issue with obtaining device financing through Xfinity Mobile.
I have been an Xfinity customer in good standing and would like to continue my service. I have been trying to upgrade my phone, but I have been unable to obtain financing through the normal process. I have contacted customer service repeatedly, spoken with supervisors, and followed the instructions I was given to continue checking on an escalation request.
A manager reviewed my account and approved submitting an escalation request, but I was later informed that the ticket had been closed without any explanation or resolution. Throughout this process, I have received conflicting information, and despite multiple attempts to resolve the issue, I have not been provided with a clear path forward.
I understand that financing decisions are based on eligibility requirements; however, I am respectfully requesting a manual review of my account and consideration of a one-time exception. I have not previously had device payments through Xfinity Mobile, I have maintained my service obligations, and I am simply requesting the ability to finance a device through monthly payments while remaining an Xfinity customer.
I value my relationship with Xfinity and would appreciate the opportunity for someone at the executive level to review my situation and determine whether there is any available solution.
I also plan on trading in my current Iphone 14 pro to put towards the new device so I do not come empty handed.
Thank you for your time and consideration. I look forward to your response.
scc1029
Visitor
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2 Messages
2 hours ago
I have to add that several representatives told me I was approved and just waiting on a credit limit. I was told that if I paid my most current internet and cell phone bill, I'd be approved, so I did. I've talked to so many people the last 2 weeks regarding it and the amount of different information given to me blows my mind. I'm hoping we can resolve this in my favor due to the insane amount of time I have spent on this. I was advised by several representatives to keep checking in every 1-2 days for status updates on the esclation made by a supervisor.
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