New customer credit denied

I am a new customer and joined with the promo for internet and mobile. We wanted to upgrade our phones but was told that the credit limit increase was denied and we can try again in 6 months. My credit score is 800 and I have never missed a payment for anything. Reading that it’s been an issue for others. Is there anything else solution without waiting 6months.

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XfinityJon

Official Employee

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376 Messages

1 month ago

Good afternoon user_gzln4w. Are you referring to the Device Payment Plan allowance in order to get new devices?

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user_gzln4w

Visitor

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3 Messages

Yes. We were denied a larger amount which would be the cost for 2 phones. I was told our phone payments would be $12 or $10 a month but with the denial, the only options would be $33 per phone per month now. They said to wait a few months to see if we would be approved after on time payments. I just don't understand why I would be denied in the first place since I have never shown a reason for them to think I wouldn't. Whatever outside company you use for soft credit checks is not great

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1 month ago

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XfinityJon

Official Employee

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376 Messages

user_gzln4w I can certainly understand the frustration there. With that process at this time there is not a work around or anything that could be done differently. It would entail checking back after the 6-month period, but I can take the feedback forward.

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1 month ago

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user_gzln4w

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3 Messages

The frustration is the lack of clarity. There’s no reason for the denial and they don’t explain why that is. I have never missed a payment for anything. High credit score. The main reason we switched was to upgrade phones but because they sent back the denial without any reasoning, we are waiting for new phones. It’s been a terrible process and I don’t like that they don’t explain anything.

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1 month ago

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XfinityDilary

Official Employee

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2.4K Messages

I am sincerely sorry, and we appreciate your feedback on this matter. We'll be sure to pass it along.

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1 month ago

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user_gzln4w

New customer credit denied

XfinityJon

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