Campuscop2003's profile

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Saturday, November 18th, 2023 10:34 PM

Not Enought Store Credit, told to call Experian???

I went in to get an early upgrade and was told I didn’t have enough store credit, they told me to call Xfinity mobile support, so I did. They told me to call Experian to get a credit increase. What the literal heck is that going to do?? This is my conversation. Can someone please explain how doing this will increase my credit??

Me:I saw that I was eligible for an early upgrade. I went to the Xfinity store to get a new iPhone 15 pro max and they said I didn't have enough store credit. They said I've been a customer a long time that they didn't understand why. They succeeded I get in contact with mobile support to see about a credit line increase

Xfinity:As I can see that you have $0 credit score and you are also eligible for 3 lines and you have taken that 3 lines also 

As you mention that you want to upgrade your device so let me help you with thye credit department number 
So please be rest assured the moment its increased you can upgrade your device into 15 pro
Just call on that number and they will increase your credit limit and lines in your acccount

Here is your credit department number Equifax    800-685-1111Experian   888-397-3742

Apart from this, is there anything else I can assist you with?

Me:What's the number for Xfinity credit department, what will Equifax do for me? 

Xfinity:They have the access to increase your credit limit in your Xfinity account 

Me:I called and there was only two options, get a credit report or freeze my credit 

xfinity:Ok then just called on the other number 

Experian 888-397-3742

Me:Still two options, none of which is getting any kind of credit increase. Check on a credit freeze or get a credit report are the only two options 

Xfinity:Noted that just note that 2 number 

Me:Option 2 is getting credit report, how is getting my
Credit report going to help me increase my credit limit

Xfinity:As I just asked my supervisor they said that just click onm the credit report

Choose the option credit report 

Me: ok then what?

xfinity:And after 24 hrs they will update your account 

and increase the limit in your Xfinity account 

Does this make any sense at all to anyone??? After today I’m ready to pay off my phone and go to another carrier 

Problem Solver

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1.3K Messages

5 months ago

@Campuscop2003 I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

Have you tried texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

2 Messages

3 months ago

I literally just had the same experience tonight.  Chatted with mobile help for over 30 minutes and was told the same thing.  It doesn't make sense when you have multiple lines on your account, they're all eligible for an upgrade but Xfinity has your credit limit set to a ridiculous small amount where you can only upgrade one line, pay full price for the other lines and not be eligible for the credit promotion since the offer is "pay over 24 months". Absolutely makes no sense to me.

Xfinity please fix your credit limit process/systems - your marketing efforts are going to waste since you can't execute them operationally!  Very frustrating.  

1 Message

3 months ago

I am currently dealing with this as well. I am frustrated with their customer service and their inability to reward long time customers in great standing with them. I have a 13 pro max and want to upgrade as well. When I got my 13 pro max they approved me for a credit limit big enough to get the 13 pro max ($1200). I have paid my bills on time/early the entire time. I have also boughten 3 phones from them outright. They stated when I purchased the 13 pro max that it takes usually about 6 months to be eligible to pay for other lines using credit. That never happened. As I mentioned I have boughten 3 other phones, other than my 13 pro max, outright. 
Now here I am wanting to upgrade, have paid off my 13 pro max and Xfinity is telling me I only have a credit limit of $500, and that’s clearly not enough to upgrade to the phone I want. How is it that after 2+ years of making payment, my credit score and fico scores are all in good shape (better then when I originally qualified for credit), and somehow XFINITY has LOWERED my credit ability.
I was told today 01/22/24 by and Xfinity agent that I need to reach out to the credit beareau to work it out with them. I spoke with the credit beareau and they stated that my credit is good and it has nothing to do with them. Xfinity is really ticking me off at the way I am being treated after being a long time customer. I am definitely ready to switch carriers at this point. I mean I can actually get the phone I am trying to upgrade too on a free promotion deal by signing up with them. Xfinity don’t make no [EDITED: Language] sense! You start by giving me a decent credit limit (enough to get a phone I want), my credit is in good shape (better then before), I make payments on time for years, and somehow YOU LOWER MY CREDIT LIMIT, and blame it on the credit beareau’s. Make it make sense! You are going to lose valuable customers Xfinity! First you lose cable customers because of your ridiculous pricing and here you are now about to lose mobile customers due to your ridiculous nonsense your pulling on loyal customers! Horrible! I am going to try one last time today by going into Xfinity to see if someone is willing to fix this mess and if it’s not resolved, well then I am moving on and telling everyone I know about my experience and the experience of clearly many others and to deter people from using Xfinity for their mobile service!!! 

(edited)

Official Employee

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609 Messages

Hi there @user_afxc5y ! Thanks for letting us know about the experience you had in regard to your XFINITY Mobile credit limit. I wanted to see if you were able to get any type of resolution by visiting a store location. If not, we can try and assist further with getting clarity on this issue. Thanks!

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

2 Messages

3 months ago

So I finally had my issue resolved after three long chats and three hours of phone calls with Xfinity support.  To make a long story short, I called Equifax and explained that Xfinity instructed me to call them.  Apparently, Xfinity's issue is that they couldn't access my credit rating (hence adjust my credit limit) because I had my Equifax account frozen.  Fortunately the Equifax person knew this was the issue (Xfinity didn't, the person chatting with me told me that Equifax sets the credit limit which made zero sense).  So I instructed Equifax to lift the freeze for one day.  I called Xfinity thereafter and insisted that they update my credit limit now that they can access my rating for one day.  At first, Xfinity told me that I'd have to wait until their systems refreshed, but they couldn't tell me when that would happen (and I had read various posts here that this is where the process falls apart because no one appears to be accountable).  I insisted that they talk to their supervisor, escalate this issue and have someone access my credit rating and adjust/raise my credit limit on the same day.  I actually had to make a second phone call with Equifax on the other line so the Xfinity rep could hear the conversation (this was very frustrating).  After the joint call,  the Xfinity rep was very helpful and assured me it would update in about 3-4 hours and it did,  I was able to upgrade two lines on my account and had sufficient credit limit to do so. 

But there's more, I got an email after ordering/upgrading the second line to verify my identity.  Unfortunately, the email never said I had to click the link from my mobile phone instead of the desktop (the desktop version wouldn't work), so that resulted in another 1.5 hour call with customer support until they forwarded me to Fraud dept to verify my identity.  Customer support wanted me to cancel my online order, so they could order it on their end and assured me that I wouldn't have to go through identity verification. Guess what, at the end of their order process, got the same email, that's why the call took 1.5 hours, and I got transferred 3x!!  It was truly a hellish experience and something I hope I never have to go through again.  If this happens the next time, I will just switch carriers.  Hope this helps. 

Visitor

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15 Messages

3 months ago

I have been able to have a device payment since I joined Xfinity mobile. All devices are paid off and I have same issue. My credit has actually improved since I joined but now can’t get payment plan for an upgrade. Forget any of the responses where they blame equifax. It’s something they changed along with the decrease in customer service and any ability to speak to two agents and get consistent answers. Done with Xfinity mobile. It’s too bad because I did like them. 

Official Employee

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1.1K Messages

@user_b57fc0 Hello! Thank you for reching out to us here on our Community Forum. We would highly recommend reaching out to our Xfinity Mobile Team directly to have this investigated further. Our access to XM is limited and we want to be sure you get the assistance you require. You can reach them by using either of these methods:

Phone - (888) 936-4968
Chat - https://www.xfinity.com/xfinityassistant/?channel=xMobile

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

1 Message

16 days ago

I literally had the same exact thing happen with my fiancé and I when we first added Xfinity mobile, he was approved for four lines maybe five if I remember correctly we have two lines now and they won’t even let me add a third and told me the same exact things you just wrote. When she told me to call the credit companies to up the credit limit I asked what were the” credit companies “ names that they are using and as soon as she said Experience, I was like OK, maybe that would work then she said the other company is Trans Union, and I was like hmmmmmm, and finally replied that the last one Equifax and I was like that makes no freaking sense. I’m glad I didn’t try calling before I read these posts because I was very stunned as well. I do like Xfinity mobile I have good service as well as I have their Internet and two lines for mobile. I Have had to call a lot because when I first signed up, for just Internet at the beginning, along with the ACP back on January 12, everything was set to go. I was happy my Internet was working until four days later when I signed into the app and my bill showed $101 owed. There was no credits for ACP nothing that I had placed the order with the sales department was there. It’s like that was done was for no reason and he put me on the most expensive amount there was at the end of the day. I called immediately because it had only been four days and requested a call back because the chat was going very wrong. The gentleman ended up being great also adding the mobile line for a good deal. But then as the first couple months came through everything was a mess again I was never given the credits for the $101 from the beginning as well as ACP taking and giving the $30 credit several times for no reason. I ended up with a supervisor who was amazing after a couple hours of argumentation, then becoming kind of friends lol I added a second line for the promotion at the at buy one get one free that was in March now we’re in April and I just now got everything fixed with tons of credits on my account.  So I guess at the end I am coming into my fourth billing month with them having two phone lines, as well as Xfinity Wi-Fi, and have not paid one bill due to credits lol. But it has not been service wise. It’s been other reasons. I am kind of upset about hearing all of this is happening to everyone as well because I am trying to get an iPad as well as upgrading to iPhone 13 Pro maxes. That’s what happens when we join things that are brand new and don’t let time go on for thing’s like this and glitches to be fixed!

(edited)

Official Employee

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1.2K Messages

 

user_3h0sjk Thank you for your post and for being a part of our Forums community. We appreciate you sharing your experiance and we apologize for any trouble you might've had. If you are still having issues we are happy to work with you and point you in the right direction. 

 

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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