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user_62hgi0
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7 Messages

Saturday, January 10th, 2026 3:07 PM

Escalation Request: Incentive Tracker Reissue Not Delivered

Hello Xfinity Support,

This issue is stalled between Xfinity and Blackhawk due to a verification loop.

Blackhawk is requesting the original reward email, which I no longer have. They have indicated that reissue requires confirmation from Xfinity. I am requesting that Xfinity directly confirm ownership and authorize a replacement virtual prepaid card through the Incentive Tracker.

Please escalate this to the Promotions/Incentives team or a supervisor with Incentive Tracker access. The card was redeemed, used once, then placed on hold, and the remaining balance is inaccessible.

I am not requesting the redemption code and cannot provide the original reward email.

Thank you for your assistance.

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9 hours ago

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XfinityBenjaminM

Official Employee

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2.6K Messages

14 hours ago

 

user_62hgi0 Hello! Thank you for reaching out to us here on our Community Forum. If you have not already done so, we suggest contacting our Xfinity Incentive Team directly at 1-833-269-9036. They should be able to accommodate your request.

 

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user_62hgi0

Visitor

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7 Messages

I've done this countless times over the past month. And as I've stated, I never received a new incentive email, but have been contacted multiple times by BHN for the original email. It's an endless loop that has been perpetually frustrating, stressful, and exhausting.

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14 hours ago

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XfinityDena

Official Employee

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4K Messages

We do not have access to the request you are asking for @user_62hgi0. The dedicated team is who would assist you. 

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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14 hours ago

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user_62hgi0

Visitor

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7 Messages

They haven't been able to help, although they keep telling me it's been sent.

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13 hours ago

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user_62hgi0

Visitor

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7 Messages

FCC complaint is the next move. I don't have the time or energy to do this loop with you again.

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13 hours ago

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XfinityBenjaminM

Official Employee

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2.6K Messages

Please check your spam/junk folder. It's likely that if they are advising you, they sent the email, and it could be getting caught in either of these folders.

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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13 hours ago

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