Xfinity Support

Hello, I am a Gold Rewards member requesting an Executive Billing Escalation for a persistent account error. On January 10th, I paid off my smartwatch in full, but my account was never updated to reflect 0 active DPP balance on that line. Because of this technical database sync failure, my hardware credit limit is stuck at $0.

​I now have 8 consecutive months of perfect, on-time payment history with no service interruptions, and my credit score is back in the 612–614 range. I need an official Corporate/Executive ticket opened to perform a Manual DPP Database Reconciliation to clear the ghost watch line and manually recalculate my Device Payment Limit based on my 8 months of on-time history.