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New Visitor
ach111999
Posts: 3
Registered: ‎02-14-2012

Credit Check for new customers

I tried ordering new Xfinity Internet only and was told that credit check is required for ALL new customers regardless of the type of service they're ordering.  Here's Comcast's credit check policy verbatim: 

"Comcast Credit Policy  

A credit check and/or deposit is required for new customers (and customers with less than six (6) months of payment history) who lease more valuable Comcast equipment or request Comcast Digital Voice services with a new phone number. If you select a credit check, you may also be asked to pay a partial deposit. If you do not want a credit check, you may choose to pay the full deposit. The full amount of any deposit will be applied to your account balance after twelve (12) months, as long as the account has been in good standing for the previous six (6) months."
So although their policy says that credit check is only required for Digital Voice with new phone number or for those who lease valuable Comcast equipment I was REQUIRED to do a credit check for Internet service only and I'm bringing my own modem too. 
Any one from Comcast can comment on this ?  Seems like violation of every possible credit check policy set by FCC, FTC and US Consumer Financial Protection Agency.  I didn't get much help from the phone reps nor the on-line chat that is manned by the BPO folks in India. 
Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: Credit Check for new customers

I have requested an official response from an official Comcast employee for you.  Watch for a reply please.

 



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Official Employee
ComcastKeisha
Posts: 1,561
Registered: ‎09-20-2011

Re: Credit Check for new customers

The Federal Trade commission has set new rules(Red Flag Rules)  for all companies to put a system in place to detect and prevent identity theft of their customers.  

 

In-order for comcast to prevent identity theft we will require credit checks on all our customers. The credit check will also determine if a deposit will be needed and this is based on a customers credit history provided by Equifax.

 

We are starting this policy on all new comcast customers (Someone who has not had service in the last 30 days or less than 6 months of history with Comcast) must undergo a credit screening to determine if a deposit is required. Unless they are installing Limited Basic or Internet Essentials only we would not proceed with  a credit check. 

 

If you are required to give us a deposit that money will be credited to your active account after 12 months of clean payment history on your account. For example Clean payment history includes no soft disconnects or pending disconnects for non payments in the last 6 months etc.

Sorry for any inconvenience this may have caused you.

Thank You
-Keisha-
New Visitor
ach111999
Posts: 3
Registered: ‎02-14-2012

Re: Credit Check for new customers

Keisha,  So what you're telling me that the comcast Credit Policy posted at Comcast.com is not the credit policy then.  What you're describing to me as the comcast policy, can you tell me exactly where is it disclosed to the customer?  Also, please don't tell me that FTC requires comcast to do a credit check on the customer as a way to perform a identity check.  There is no such rule so don't quote on something you're not familiar with.  If you look at your on-line order form, Comcast says that for the identity check customers can either provide their SSN OR if they don't want to provide their SSN then they need to provide alternate means of identity check such as going to the Comcast Service Center and provide Driver license etc.  So, I suggest you familiarize yourself with your own order processing system first before quoting FTC requirements. 

 

Back to the credit check policy, your own posted policy regarding the credit check which I've posted verbatim in my original post, says that the credit check is only requires for new Digital voice customers or if someone leases comcast equipment.  My order is only for a new Internet with my own modem so those two requirements (digital voice and equipment leasing) does not apply to me yet the system won't let me proceed with the order without agreeing to the credit check.  So, my issue with comcast is that they're followinng their own posted policy which would be the violation of FTC, FCC and US Consumer Financial Protection Bureau. 

 

By the way, I'm a 12 year comcast internet customer who simply would like to have the internet service at my second home.  Don't you think that there is SOMETHING wrong with your order processing system?  Anything ?

Contributor
corporationsblo
Posts: 6
Registered: ‎02-24-2012

Re: Credit Check for new customers

When was this "required" credit check put in place?

Regular Contributor
tcby
Posts: 29
Registered: ‎02-07-2012

Re: Credit Check for new customers

I am still trying to figure out why a pre-paid company( comcast) is doing a credit check ? I have used other pre-paid companies (cell service, etc.) in the past, and NEVER did anyone of them do a credit check. I was told by someone at Comcast that the credit check/deposit is for the equitment, again when I signed up for my current cellphone ( boostmobile) they did NOT ask for a deposit.

 

I will be contacting the FCC to inquiry about this, as I think there is something wrong. If anyone else thinks the same as me , PLEASE send me a PM.

New Visitor
movingtoca
Posts: 1
Registered: ‎03-03-2012

Re: Credit Check for new customers

I was just told that even after 15 years+ as a customer (paying timely) they are going to run a credit check because I'm moving my service to another state. I've moved across the country twice already and not had to go through this, and I strongly object to this now. I refuse to have a credit check after being such a long loyal customer, and will switch providers if my loyalty and credibility is questioned like this. Can someone from Comcast comment on this? Very unhappy.

New Visitor
New Visitor
qxq
Posts: 1
Registered: ‎05-08-2012

Re: Credit Check for new customers

[ Edited ]

This is completely deceptive and absurd practice by Comcast. Don't let them get away with it. File your complaints below:

 

https://esupport.fcc.gov/ccmsforms/form2000.action?form_type=2000B

New Visitor
Posts: 1
Registered: ‎02-19-2007

Re: Credit Check for new customers

This same thing happened to me yesterday. I've been a customer for 10 years in CA, then 8 in WA and am moving back to CA and lady said a credit check is required because I'm moving out of state. I asked her if it would ding my credit report and she said no, well today I got a credit score alert from Myfico monitoring service saying that I applied for credit from Comcast and it impacts my score. Either she lied or needs to be better trained ... ridiculous.

New Visitor
razu
Posts: 1
Registered: ‎01-18-2013

Re: Credit Check for new customers

[ Edited ]

We have the same issue when I ordered the internet service. Their employees really need better trainings since they only know how to tell you to buy or add extra services and don't know how to solve issues. When ordered the service, I specifically told the sales specialist not to check my credit and was willing to pay the deposit of $50. She agreed back then and I believed her. Recenly, we are apply for a mortgage. Our loan lady asked us to provide the letter of explanation of the credit inquires. And that's when I found the sales specialist lied or the whole company lied. They checked my credit twice. One on 12/3 and the other on 12/4. I was so angry and tried to address them the issue yesterday. The first person I chatted online couldn't give me any explanation and threw me to another person from Sales Support. I wasn't surprised cuz I expected they were gonna kick me around. So I talked to the second person and told him the credit check was done and it happened back in last Dec. After a while, he obviously didn't understand what the issue was and asked me what I want to do for the order. He thought i was ordering something and didn't want my credit check yesterday. I was speechless. At the end, he said he was going to escalate the issue to the Support team and I am expecting to get a call from them today. They are ridiculous. Better to save every chat after talking to them every time. I have the evidence and I believe what they are doing is illegal and a breach of piracy. It's toally unacceptable.

New Visitor
dk50
Posts: 1
Registered: ‎05-07-2013

Re: Credit Check for new customers

[ Edited ]

<NOT A NEW CUSTOMER>

This is just ridiculous, this credit inquries are happening to me for the SECOND time in row for my previous move and a move i am making.

 

1st episode of mental trauma:

Last year, it happened to me when i wanted to move to a neighbouring city. I clearly mentioned to representative that i dont want to see any credit enquries as I am transferring my service. And he acknowledged LOUDLY, sure credit check is not required. I have been with comcast for about 4 to 5 years now. But next day I get an email from credit monitoring agency that COMCAST has done the credit check which I clearly mentioned to customer care representative. This is totally deceptive and bad practice. Talking endless hours to customer service tossing from one waitline to another, each and every representative said it credit check enquiry can't be REVOKED but eventually they transferred call to some supervisor where he said ohh he is sorry about the whole episode and let me take care of removing the credit check. I followed up with him from several months over 5-6 since the credit check and was able to get the credit check off the RECORD. Whole experience is outrageous by the way.

 

2nd episode which just started:

Present day, I had to make a move again. Yesterday I scheduled to transfer the comcast internet service to new location in the same area. I mentioned same things that I do not want any credit checks and I am just transferring my service. Today morning I see credit check done. How in the world can you tell them that transferring service should NOT lead to credit check. This is the small snippet of chat which i did with customer care representative before my new appointment.

 

snippet of chat with customer care representative:

--------------------------------

myself>
let me ask one question. There will not be a credit check or anything right ?
J>
Thank you, <--myself-->!
J>
No, not anymore.
myself>
since i am transferring service i dont expect it as well, thanks
J>
Just to set expectations, I will be checking first the status and the serviceability of the new address, as well as the availability of your preferred date and time of activation.
myself>
okay
J>
No worries.
--------------------

I also called customer care over phone, explained her that same things as chat representative couldn't help me anymore. I specifically insisted on transferring service and told her there wouldn't be any credit checks.

 

I tried contacting customer care regarding credit enquiry after I saw the alert, they tossed me several times to various departments and literally hung up the phone(totally helpless !!). Called again and this time atleast the guy spoke to me apologized saying ohh its there software, its very limited and they can't do anything. He is really sorry that my credit was checked -- Please here, I really do NOT NEED apology here but want my credit enquiry to be removed as soon as possible. Here I am not sure how to reach the department they had connected me to last time which worked on removing the credit inquiry, Upon asking the customer care, they say such department DO NOT exist !!! totally SURPRISED by the response, I told him that I had gotten my credit enquiry removed last time. He still denied that. So, Please ANYONE in comcast please take care of this issue.

 

Thanks so much!!

Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: Credit Check for new customers

At this point, I would recommend that you send a detailed email to the We Can Help Team for assistance.

 

We_can_help@cable.comcast.com

 

Include all of the following in your email

 

full name

service address

phone number       

account number

link to this thread

full details of the problems



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Service Expert
Queen-Evie
Posts: 14,145
Registered: ‎02-04-2004

Re: Credit Check for new customers

[ Edited ]

 

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