Credit limit mobile

I have two phone lines and internet with xfinity. I had taken two phones which have been paid back in full. I want to upgrade the phone and to my surprise I am told that I do not have any credit. I have a very high credit rating. I have been to the store twice and the store manager was also surprised. They put in a request foe the credit limit. I have been following up for a week now. Each time I am told that the request is processing. I request that either the request be accepted or rejected. So that I can decide on the next course of action.