Visitor
•
2 Messages
Ineligible for device payment plan despite 800 credit score, years of on-time payments
I am recently trying to get a new phone plan via xfinity with a new phone and upgrade my wife's phone.
Unfortunately I keep receiving an error message that says I'm over the number of lines I can have on device payment plans, which is currently 0. I have a great credit score and have never missed xfinity payments so not sure what the deal is. I have already spoken to a representative by phone who couldn't' help me and someone at the xfinity store in person who didn't have many more answers.
My only speculation is that they tried a soft credit check while my credit was frozen and now my account is "locked" in this state. Any help would be appreciated, thanks!
XfinityMartyR
Official Employee
•
2.6K Messages
2 months ago
5
0
user_dp7kkh
Visitor
•
1 Message
3 days ago
I have the exact same issue as well! My credit is well over 800 and I cannot get proper financing for a new device. So I can’t take advantage of xfinity’s offers/deals. I’ve tried several months and spent hours on the phone to fix the issue. I’ve spoken with multiple agents - all have been willing to help and very nice - but none seem to understand the problem nor how financing the devices should work. They’ve said multiple times that my credit will improve the longer I am a customer but this does not seem to be true. Moreover, I’ve tried multiple times with them to lift my freeze and run a new credit check to no avail. More recently at xfinity’s direction, I contacted equifax directly who confirmed the freeze was lifted and my excellent credit rating. But Xfinity has no way to receive the credit report from equifax (and equifax won’t send the report directly to Xfinity - don’t let exhibit tell you otherwise!). This is a simple issue and there’s a simple solution; but xfinity’s administrative limitations (including restraints on their own agents) have frustrated the process. It’s really a shame because everyone loses!
2
0