Haven’t received Gift Card

@XfinityBradM​ I have tried the tracker and spoke to someone on the phone today. The tracker says disqualified and the gift card amount is less than what I was given. In several chats with customer service I have been told several different things on how to get the gift card or how it will be sent. The last time I was told in a chat on the Xfinity that the card would be mailed to me and the amount would be increased because of the trouble and now all I see in the tracker is a disqualified card?! I have done all the things to qualify and can not get a straight answer as to why I have not gotten the card. 

This is what I was told on the chat 5/27/26

Agent (12:04 pm): Due to online delays, I see they will be shipping a physical card to you by 06/04/2026. For the inconvenience, it is being raised to $399. 

In my experience with gift cards, we have not had the ability to change the amount of those as they are preloaded into promotional offers. To qualify for gift cards the service can't be changed and the account has to remain in good standing for 90 days after the service is activated. If the service was changed or you went one month with a balance that was carried over it would disqualify you from the gift card offer. With the incentive tracker stating you're disqualified, a gift card would not be issued to you. 

I have never had a balance carry over.  I have automatic payment set up and actually paid when mobile service was added then on automatic payments after that.  Why would a representative tell me that if it was not true?  That is cut and pasted directly from the chat transcript with Xfinity?

How  can I speak to someone about this?  I can not get a response from the chat on the Xfinity rewards tracker website and can not get anyone to call me back after sitting on the phone for over 2 hours waiting for a representative.

Hello user_hvvx4i, thank you for taking the time to post in our Xfinity Community forum. We appreciate that, and I am here to help you. To research your gift card, we will need some account information best kept private. 

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.

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