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.

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XfinityJorge

Official Employee

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635 Messages

26 days 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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4 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.

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22 days ago

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pcband

Visitor

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4 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.

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13 days ago

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XfinityRay

Official Employee

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1.2K 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.
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11 days ago

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pcband

Visitor

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4 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.

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6 days ago

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XfinityDanielC

Official Employee

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537 Messages

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

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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4 days ago

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Xfinity Mobile - Credit check issue

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