Ineligible for device payment plan despite 800 credit score, years of on-time payments

I just found this answer, explains what I thought might be the case. I am having the issue the original poster is/was having as well. My credit was frozen to prevent fraud. Now that it's unfrozen, how to I get a the previous inquiry to be removed by the Xfinity Mobile Team and a new credit check be processed? I've called and tried chats multiple times and the last time, yesterday, I thought this might have been the case and was trying to communicate to tell them to run another credit check but it seems like they weren't understanding. I asked them to escalate and they said I'd receive an email but no email. Is there something specific in Xfinity code/words that tells them what I need for this case? Your help is greatly appreciated!