200 Amazon gift card

I have the same exact problem. Signed up with the same promotion on Black Friday (11/29/24) activated 1Gb internet service the next day (11/30).  I called Comcast 3 weeks later threatening to cancel because I never received anything in writing or mail confirming the $200 Amazon gift card promo.  I said I was willing to cancel service during my first 30 days, take my equipment back to the store, and sign-up again just get confirmation in writing that I'd get the $200 reward.  The phone rep read the rules for the promo and REPEATEDLY assured me based on the dates of ordering service (and signing up online) that I qualified and would automatically receive the reward.  She said if there's any problem, this was a recorded line.  But apparently no one has access to review a COMCAST recorded line.

Six weeks after installing service, on 1/9/25, I chatted with customer service online through the Xfinity App.  The rep REPEATEDLY promised my $200 would be waiting for me in my local Xfinity Store.  The chat rep also promised me a COMPLETELY Free (after taxes & shipping) iPad 10th Gen with no service fees for 2 years.  I thought it was too good to be true, and it was.  The day after it arrived, I saw $65 monthly charges in my Xfinity acct.  I went to my local Xfinity Store to confirm what I was promised and not only was there NO $200 AMAZON card waiting for me, but they told me there was absolutely no promotion whatsoever on the IPad in my account so that I would be responsible for $499 for it + $20 monthly service, locked in for 2 years.  I immediately returned the iPad.  The local Xfinity store said they couldn't help with the promised $200 Amazon reward.  They didn't even believe me that it was ever a promo, but I was able to pull up dozens and dozens of others complaining about the same promotion on Xfinity's own website on my phone.  After 30 minutes of the store trying to help, the gave up and told me to call Xfnity customer service again.  I asked if they could pull up the chat to confirm was I was promised.  They said there is no way to do so, and that Xfnity online chat reps will say anything and promise everything to customers because they "no accountability" and there is no way to follow up on what was promised.  Unlike many other company's online chat customer service Comcast does NOT provide customers the opportunity to request an email copy of the chat conversation. That is a HORRIBLE business model that I am going to do everything I can to expose.

I called Xfinity Customer Service on the way home.  A very sympathetic & understanding phone rep created a "ticket" for me, but she couldn't do more because the "escalation" team had just closed for the night. 
I called the next day to the rewards redemption number. They couldn't find the ticket.  They confirmed there was NO promotion on my account but promised to look into it in 7-10 days.  I have zero faith I will hear anything since I have been repeatedly  DECEIVED by Comcast over the past 7 weeks.  I have had problems redeeming rewards with AT&T in the past but they ALWAYS immediately resolved them. This has been the WORST experience I've ever gone through attempting to redeem a promotion.  

I have not received my $200 Amazon gift card either.  I signed up on Black Friday and after checking out and completing the order, the website asked to call the 800 # because there was a website technical difficulty.  Because of this error, I was not issued the $200 amazon gift card promotion.  Please get back to me, I have called 5x to service and have been waiting for a resolution

I also signed up in December and I have called 4 separate times, have an open ticket and no one at either Xfinity or Rewards can give me any information as to why I don’t have it when I have met all the qualifications. Very frustrated. I have also already been to the tracker website which shows my card being reviewed and states I qualified on Jan 6th. Xfinity is apparently running a scam and I am not sure I would ever promote this company to anyone!! Customer service is a joke and it takes a life time just to get a LIVE person on the phone and almost never someone from the United States!

I have the same issue.  Xfinity commits to a $200 Amazon Gift Card, via E-mail (which is a contractual agreement) and does not deliver.  I

Called the service line 1-866-385-8392 four times.  Today I was passed around to five (5) different customer service agents for 30 minutes! and was actually given to the same department who passed me along again.   The third time I gave up.  Typical and HORRIBLE commitment to your customers and seems like it is a customer servcie policy to not resolve the Gift Cards so you don't pay.

I am planning to report this to the Consumer Fraud Department in ILLINOIS 

@user_fn2vok​  I had the exact same issue as I've mentioned a few times here over the last few months.

I went back and forth with support with more denials than I could possibly imagine on chat support.

The incentive support number here just said they would escalate.

I kept on the chat support team pointing out there's no way i could have NOT signed up. 

They kept saying - sorry if it's not on your terms then you didn't agree to it and you have no photographic proof 

I finally got them to escalate after repeatedly pointing out there's was no other offer I could add to cart that day, and they approved it on Tuesday and it arrived in my mailbox yesterday.

So despite what some support agents may say about the terms:

They are capable of fixing this and did fix it for me after I demonstrated that the plan I signed up for had to include the incentive.

Hopefully, someone higher up at Xfinity finally saw that something went very wrong on their website.

I think it's frustrating that the amount of work can make us want to give up - I almost did too.

I was a brand new customer who was signing up for the online deal. I added the 1 GB plan to my card. It included a year of peacock a year of the Comcast gateway and a $200 Amazon gift card throughout the setup process. I kept waiting to see when the gift card would show up. I could see both the subscription peacock and the gateway subscription on the bill for free and it showed me how to sign up for peacock free and how to get the gateway of course for installation. But it never got to the gift card. I had to look online to find that it said the incentive tracker which then said it wouldn't be ready for several days. I kept checking back and it still basically said the same thing. I then saw I would take 90 days but at that point I checked online and saw other people having the same issue and noted it in the forum.

After going back and forth with chat support to the other day, I finally was able to get it escalated and they resolved the issue and sent me the card.

I'm glad they resolved this issue for me but what concerns me is that so many other people have this issue and Xfinity repeatedly tells people sorry we can't do anything. That's what they told me but I kept on repeating and insisting and after maybe a dozen times they finally escalated and fixed it. 

A lot of people would have given up reasonably -which means a huge number of people wouldn't be getting the incentive they were entitled to. 

That's a huge part of the plan not being supported