Issue with Unfulfilled $500 Prepaid Gift Card – Case #[Edited - Privacy]

Hi Xfinity Support,

I'm posting here to request assistance with an unresolved issue related to a promotion I participated in when switching two phone lines from T-Mobile to Xfinity Mobile.

Case Reference: [Edited - Privacy]

Background:

I was offered a $500 prepaid Mastercard per line for switching two phone numbers to Xfinity Mobile, contingent on providing proof that both devices had outstanding balances with T-Mobile.

• I activated both lines and submitted the required documentation via the Xfinity Rewards site.

• The submitted T-Mobile bill showed both lines with corresponding device balances.

• I received the $500 reward for one of the lines, but not for the second.

• When I re-submitted the same bill for the second line, I was told the documentation was now ineligible because the bill was more than 30 days old.

Additional Context:

Before switching, I specifically confirmed the offer with an Xfinity sales representative over chat. He looked up both IMEI numbers and assured me that each would qualify for a $500 prepaid Mastercard. Not one $500 and one $200 — he explicitly stated I would receive two $500 cards. I had him verify this to avoid exactly the situation I’m now in.

Despite doing all my due diligence and receiving that promise, I was sent an email today stating that I would be issued a prorated card for only $234, which is completely unacceptable. I feel misled by the sales representative and taken advantage of.

My Concern:

The original submission included both phone lines and was submitted within the correct time window. It appears that only one line was processed due to a system or administrative error—not my own. Since our T-Mobile account was closed at the time of switching, it’s not possible to provide a newer bill. We met all original eligibility requirements.

What I Need:

Xfinity needs to honor the full terms of the promotion and issue the remaining balance of the second $500 prepaid card—either by sending the full $500 gift card or by issuing a bill credit for the difference between $500 and the $234 already provided.

If this is not resolved appropriately, I will have no choice but to file a formal complaint with the Federal Communications Commission (FCC) immediately. I’m hopeful it won’t come to that, but I need this corrected.

Thank you for your time and attention to this matter.

— [Edited - Privacy]