Hello there user_wkk228 thank you so much for using our Forums to reach out to our Xfinity Support Teams. We understand how concerning it would be to get an email that you were not expecting, we do have our Xfinity Rewards that is always offering great days and free movie rentals. Here is a link https://www.xfinity.com/rewards that will provide you with all the details you need and for access to all our awesome rewards. We are happy to work together and dig into this to make sure there is no charge if you did redeem this. To get started please send us a DM with your name and address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

I believe you are correct. I just got an email with the message of a coupon for 12.99 and I just went back at looked my text which stated I purchased The Polar Express for 12.99 which was supposed to be a free reward. I think the same thing happened when the first Top Gun movie was a reward.

Hello user_9urcuh, thank you for reaching our regarding that reward issue for Polar Express. Do you happen to remember if you followed the redemption steps listed on the reward once you were able to redeem it? 

@XfinityMarcos​ The redemption steps were to click a button to claim and then it was automatically added to our accounts like all the other free movie rewards.

It’s in my Rewards History as free but I and others were clearly charged.

You would think if Xfinity is “fixing” this now by adding coupons to accounts they could communicate that to customers.

I appreciate it being fixed but need confirmation of that and to make sure you are covering taxes and fees too - because if not I need another credit to cover that amount (as should everyone else affected).

@user_wkk228 We can look into this for you. Please send us the DM per the instructions above. We look forward to your DM. 

@XfinityJorge and @XfinityLinda - DM sent as requested.  Thank you.

Same issue here, going to DM Billing

Good evening, user_1w8ooi! Thanks for taking advantage of our Rewards! Polar Express is such a beautiful movie! We would be happy to check on your account and ensure the movie came through as free. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_wkk228 We got it, and we'll assist there.