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user_pvp6tx
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6 Messages

Tuesday, December 30th, 2025 6:08 PM

Device payment plan - zero credits

I have been trying for some time to find out why I’m not able to use the payment plan for a new phone. I have unfrozen my credit reports and nothing changed. Online and in person agents have no answers. I’ve spent hours going around in circles. I have good credit and have never been declined for a phone plan. I’d like to request a manual review to see why is going on. I switched to xfinity internet solely to take advantage of the iPhone deal that I now missed out on. This is frustrating.

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12 hours ago

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XfinityThomasB

Official Employee

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2.6K Messages

2 months ago

user_pvp6tx That process is typically facilitated through the credit check. The credit is run which goes over a few various factors. Thank you very much for reaching out to clarify. 

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user_pvp6tx

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@XfinityThomasB​ Thanks for the response but that didn’t clarify anything related to my situation. Of course I know the process entails a credit check. That’s why I requested a manual review since something appears to be wrong as my credit is good and my xfinity account is in good standing.

I’ve also checked and there are NO recent soft or hard inquiries from Xfinity on my Experian, Equifax, or Transunion reports. I also said that the sole reason I switched to Xfinity was for the phone deal and I would appreciate someone actually check if something else is causing an issue. It’s not like Xfinity sends a credit denial letter with an explanation like other creditors are required to do. Some clarity specific to my account would be appreciated. Thank you. 

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2 months ago

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XfinityAmira

Official Employee

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4.7K Messages

Understood @user_pvp6tx, and I absolutely understand your concerns! To confirm, did you originally go into a store when trying to sign up for the payment plan on a new phone? 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_pvp6tx

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No. I spoke to someone online first through the app.

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2 months ago

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XfinityGabriel

Official Employee

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3K Messages

 

user_pvp6tx, Thanks for confirming this for us. To become eligible for a new device payment plan (DPP) as an Xfinity Mobile-only customer, you must have had Xfinity Mobile-only service for at least six months, be in good standing, have no late payments in the last 12 months, no outstanding balances on other Xfinity services, and no history of confirmed fraud on the account. Therefore, it takes a minimum of six months of service to qualify for a DPP. If you feel that there is an error and are still deemed eligible by fulfilling these requirements I have mentioned, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_pvp6tx

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I am not an Xfinity Mobile only customer. As I stated previously, I switched to Xfinity internet expressly for the phone promotion that was going on at the time. 

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2 months ago

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user_pvp6tx

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6 Messages

2 months ago

I do know that my credit reports were frozen at the time.

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MP-RVA

Regular Visitor

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4 Messages

12 hours ago

I encountered this just today. Went for a plan to get internet and mobile, forgot that my bureaus were on freeze and got a decline at the phone stage. Unfroze all 3 bureaus after I left work and tried again, same decline. They said some mumbo about could try again in x months. My score is excellent and I know it meets criteria. They have no details on why declined. You cannot get to anyone close to a decisioning process to find out what’s going on and agent engagement is generally a waste of time.

My experience with them today has convinced me that maybe Verizon isn't so bad after all - what a clown-show.

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MP-RVA

Regular Visitor

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4 Messages

And a letter you your state’s AG regarding their vaguely-defined and with zero disclosures ‘credit application' might be of interest to them. The lack of decline letters is a big deal. That’s my next step.

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12 hours ago

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