Zero credit

I tried to get financed for a phone.  They said they would do a soft credit check.  I have a near 800 score on all three agencies.  I have a freeze on all three.  The agencies have told me that this doesn’t impact a soft credit check.  Xfinity came back and said I was approved for zero dollars.  I’ve spent several hours on the phone and the last rep said to call Experian and ask them to raise my credit limit.  I tried to explain that’s not how it works but didn’t get anywhere.  Anyone else run into this?