Visitor
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1 Message
poor customer service
i am at the Xfinity store to redeem my $300 apple watch voucher. I was told i do not qualify for financing. I am a Diamond level member, been here 11 years, never missed a payment, have a credit score over 800. How do I not qualify? This is a terrible way to treat a loyal customer. And to add insult to injury, i have been on hold on the customer service line for over an hour.
XfinityGabriel
Official Employee
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3.4K Messages
11 hours ago
Hi, and thank you for reaching out. I can absolutely understand how frustrating this must be, especially as a Diamond-level member with such a long history of on-time payments. If I were in your position, I'd have questions too. Financing decisions are determined through an automated eligibility review and aren't based solely on payment history, tenure, or credit score, unfortuantely. This is because Xfinity Mobile uses an internal liability check for existing customers who have been Xfinity Internet subscribers for at least six months. This check assesses eligibility for lines and Device Payment Plans (DPPs) based on the customer's overall account behavior rather than just credit score for example. How does this sound so far?
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