Haven't received my $200 gift card, contacted support multiple times.

Timeline of My Attempts to Resolve This

1. Immediately after signup:

   • The promotional offer was clearly displayed and selected at checkout.

   • I attempted to check the Incentive Tracker, but it has never worked for my account (returns an error).

2. Monthly follow-ups since signup:

   • I contacted Xfinity Incentives at 1-833-269-9036 and Xfinity Customer Service at 1-800-934-6489 to ask why the tracker wasn’t working and to confirm my eligibility.

3. July 13, 2025 – Call to Incentives (1-833-269-9036):

   • A helpful representative (name sounded like Baloma) located my account, confirmed my promotion, and advised me to wait 90 days from my first bill before requesting further action. I patiently followed this instruction.

4. Subsequent calls (August 2025):

   • When I called 1-800-934-6489, the rep first said the “Amazon service was expired,” which doesn’t explain why:

     • My signup was during the active promotion period.

     • The Incentive Tracker never worked for me.

     • I could not join the Xfinity Rewards program due to an error.

   • When I called 1-833-269-9036 again, the rep could not locate my account at all, even after confirming my name and account number correctly.

Additional Context

• I have reviewed Xfinity Community Forum threads and found numerous customers reporting similar issues—particularly with the Incentive Tracker failing to show their promotion and support dismissing or ignoring the problem.

• My account has always been in good standing with no interruptions in service or late payments.

• At no point was I informed at signup of any special redemption process or restrictions that would invalidate my eligibility.

I have now sent an email with more of my information to we_care@cable.comcast.com and support@xfinitymobile.com.
Would appreciate any useful resources or escalation of this issue.
Sincerely,
xfinity user