Visitor
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1 Message
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.
user_mzd7zz
Visitor
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2 Messages
5 hours ago
I’m experiencing almost the exact same issue, so you’re definitely not alone. All of my devices are paid off, I’m a long-standing customer, and my account dashboard even shows that I’m eligible for upgrades. However, every time Xfinity runs my Social Security number, I’m told that “nothing comes back,” even though my credit is excellent and every other company can verify my identity without any problem.
I’ve been attempting to resolve this since September and I keep getting told that a credit request is “processing,” with no update, no escalation, and no ability to speak with a supervisor. It’s extremely frustrating when we’re paying for plans that specifically include upgrade benefits we cannot access.
Based on multiple reports like yours, this appears to be a system-wide backend credit verification issue on Xfinity Mobile’s end, not a customer credit issue. Hopefully Xfinity will escalate these cases properly, fix the internal error, and restore upgrade eligibility for the customers who have been impacted.
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