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pcband
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8 Messages

Thursday, February 23rd, 2023 9:47 PM

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Xfinity Mobile - Credit check issue

I have been with xfinity mobile / internet since May 2021.  Pay bills on time and have 800+ credit score.  Tyring to upgrade my device on a monthly payment plan but not allowed to and being asked to pay for the device in full.  Tried to do it online and 5 different customer service representatives tried to help and I even visited the xfinity store, but no resolution.  Finally, one of the rep indicated that my credit limit is set to zero with xfinity.  There is nothing they could do as it is an automated process that runs every month and revises the credit limit based on the credit check and monthly bill payment. 

I have tried to upgrade my device numerous time since Feb 2022 (thats almost a year).  So, the monthly process to update my credit limit is either broken or the rep was just trying to close the conversation with me.

What ever it is, it is very annoying that no one can really help or fix the problem.  In this day and age, it just sounds silly that you cannot run a credit check on demand.  I just got passed over from one rep and another same rep in the name of escalating the issue higher.

Posting it here to see if someone has a solution.

Question

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2 years ago

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Accepted Solution

XfinityJorge

Official Employee

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1.7K Messages

2 years ago

Greetings @pcband thank you for taking the time out of your day to contact our Xfinity Support Team. WE see that you have some concerns about your mobile account, and we are happy to make sure we point you in the right direction to ensure you get with your Mobile service.  Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media like our forums and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile. Have you attempted to contact them? 

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pcband

Visitor

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8 Messages

@XfinityJorge​ Thanks for reaching out.  I called the provided number and spoke to multiple reps.  As indicated, they informed me that for some reason, my credit limit with xfinity is set at zero and thats the reason I cannot upgrade device on a monthly plan.  They said that they cannot do anything about the credit limit as it is done by some automated process.  I requested them to run the credit check once again but they informed that they cannot do.

2 years ago

0

pcband

Visitor

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8 Messages

As one last effort, I went to the xfinity store as suggested by one of the customer service rep on the call.  The person at the store literally showed me on her tab that my credit limit is set to zero and there is nothing she can do about it.
How stupid your systems can be that it cannot say why am I not eligible?  Is it because of credit score? (I have really good credit score).  Is it becuase of bill payment history?  (My bills are auto paid on time every month for past 2 years).  What else are you guys looking for?  And why can't I or your own reps know so that they can have better answer to the customers? It is just dumb to say that our systems show you are not eligible and not know why.  For all the state of art tech you guys claim to have, how difficult it is to say, this is what is needed and hence you are not eligible?
And one rep says the limits are refreshed every 30 days and asked me try after a month.  Another one says, its 90 days and try after a quarter.  And I have been trying for over a year now with no change.
If people at the xfinity store are going to say exactly the same, why am I being asked on the call to visit a store for a solution (15 miles each way)?
And I am coming here with a problem that is unsolved for over a year and every one I spoke to is clueless.  A google search for similar issue yields results that this has been happenning to customers for long time and no one had any solution.  I myself work in tech and this kind of user experience is just unacceptable by any standard.

2 years ago

0

XfinityRay

Official Employee

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2.3K Messages

Thank you for sharing your feedback, @pcband. We want things to be easy and understand the frustration you have had in this process. I see online that the credit limit is set by a credit check and payments. Our team does not have any further information on the process or any way to look at your account to see what is going on. We encourage you to continue to work with the Xfinity Mobile team on this. 

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 years ago

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pcband

Visitor

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8 Messages

As much as I would like to call / visit a store and do anything needed to help resolve this issue, it just appears waste of time as nothing is done from the xfinity side.  Here's a thread of an exact similar issue from 4 years ago and multiple instances from different people reporting the same issue in this thread.

https://www.reddit.com/r/Comcast_Xfinity/comments/9td58s/xfinity_mobile_signup_credit_check_issues_even/

I would love to see someone picking up this issue and driving to closure, instead of just tossing around.  Reach out to me to if you need any additional details and I am more than happy to provide.

2 years ago

0

CCDaniel

Problem Solver

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606 Messages

Thank you for your feedback. I am sorry for the frustration this has caused and will get your feedback submitted.

I no longer work for Comcast.

2 years ago

0

user_1383ee

Visitor

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4 Messages

2 years ago

@pcband did you by chance ever get this worked out? I’m going through the exact same issue and just want a new phone out on my monthly payments. Says I have 0 credit (I have a score of 759). There is no problem if I click to pay device in full. Seems like they would rather lose customers who want payments plans in order to get saps that will pay in full. Pretty sure I’m going to Verizon tomorrow 

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pcband

Visitor

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8 Messages

@user_1383ee​ No, I tried today and still have the same issue.

2 years ago

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user_73e3f5

Visitor

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1 Message

2 years ago

Hi, I am facing similar issue. I am using Xfinity Internet for past 6 months and wanted to get benifit of Xfinity mobile offer. But unfortunately since my credit score always reflects 0 ( I tried almost 5 times in last 2 months ).  I also requested that I can settle up by paying complete cost rather than EMI, but it was denied. This is very frustrating to see provider like Xfinity has no solution for this yet. 

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CCCrystal1

Problem Solver

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528 Messages

Hello! I'm so sorry to hear that. Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

I no longer work for Comcast.

2 years ago

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pcband

Visitor

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8 Messages

@user_73e3f5​ No, I tried today and still have the same issue.

2 years ago

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pcband

Visitor

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8 Messages

@XfinityCrystal​ I submitted the requested information in the private message to “Xfinity Support”.  Hoping to find some resolution.  Even if you decide to still decline, atleast I would like to know why.

2 years ago

pcband

Visitor

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8 Messages

@pcband​ @XfinityCrystal @XfinityLinda

After I submitted the required details in a private message, they opened a case with 'Xfinity Mobile Executive Resolutions'.  Someone from this team reached out to me and said the same thing that I already knew, that they do not have any insight into how these decisions are made and that there is nothing they can do about.  Their system says I am not eligible and thats it.  No details as to why and when this can be resolved.  Just have to wait indefinitely for an email that they will send if and when I become eligible.
No one is trying to find and fix the issue.  They are just waiting for it to be auto resolved.  If nothing has happenned in last 16 months since I first bought this to their notice, I doubt any thing will ever happen, because the process is broken somewhere and no one has any clue.  Similar issues from other users in the past (from internet search) have not seen any resolution.
So, if you can, move on to some other provider.  Not worth the time or effort.

(edited)

2 years ago

0

XfinityBenny

Official Employee

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662 Messages

@pcband Thanks for updating us with the response you received. Totally get it's the same resolution that you had in calling originally, but we're glad you received the contact. We'll mark reaching our Xfinity Mobile team directly for credit concerns as the best answer. Thanks as well for working with us here and being so patient, we appreciate it. Please create another 
public post for any of your future account and service needs!

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 years ago

0

user_32a2de

Visitor

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1 Message

2 years ago

Going through exact same exeprience since past 6 months. I have visited store, chatted and spoke with agents, checked with credit bereau. Conclusion is the xfinity system doesnt allow to proceed. I am extremely disappointed and I will most likely opt out of Xfinity mobile and internet.


(edited)

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