promotions not fulfilled

Back in August of 2025, I wanted to add a sixth line to my account through BYOD. I called on 8/28 and was told if I wait two days and call back on 9/1, I would be eligible for a $200 gift card. That was a no brainier so I went on chat on 9/1. I chatted and went through the ordering process. I made sure to discuss the gift card deal and here is the actual conversation as I saved the transcript. (In the past, I have had to call to get my gift card)

Me: "and also I spoke with customer service a few days ago and they said if I add a new line, I would get a gift card. Can you make sure I get that promotion?"

Xfinity: "Yes, you will receive the $200 gift card"

Me: "they said I had to wait until after 8/30 for the promotion"

So, I waited and waited...

Finally, I called today and was told by a representative as well as a supervisor that because I did not order in the time frame that expired on 8/28 (THE EXACT DATE I WAS GOING TO ORDER BUT WAS TOLD TO WAIT BY CUSTOMER SERVICE) that I was not eligible.

I have the written documentation that makes a promise for the gift card. Does this seem like consumer fraud, false advertising, and misrepresentation? 

Up to this point, I have been happy with Xfinity mobile. But doing some reading online, it seems that this is becoming the norm for Xfinity mobile. I sure hope they can get their act together.

I feel like I was taken and probably will report to the BBB and the FCC.