Missing $200 amazon giftcard incentive promised with Student Deal

I am incredibly frustrated with Xfinity as a company and I am posting here as a last resort to get this problem resolved once and for all. I will start from the beginning like I have dozens of times over the last 6 months. 

I started my home internet service with Xfinity back in August 2025, during that time, they were promoting a student deal that new users get their choice of a $200 Amazon or Uber-eats gift card. When I entered the store to set up my account and pick up the modem, I asked about the $200 dollar gift card where they told me that the full amount would take up to 16-18 weeks to arrive in my email. I did try to check the incentive tracker to see the status of it, but it told me that there was nothing to be found, I figured that was because the 16-18 weeks hadn't passed yet. After the specified amount of time, though, the incentive tracker still displayed nothing on my account and there was no email implying the gift card had been or would be sent. 

After MULTIPLE weeks of contacting support over and over, I finally received a partial gift card to my email in February, but for only $100 dollars. So I immediately contacted support again, outlining that I was promised $200 and not the half amount that I've received. The agent told me that the remainder would be sent within 14 business days and that they typically break it up like that. I was suspicious, sure, but I waited to no avail. So I contacted a couple times after until on February 20, I was told that they have stopped the deal and they were out of $200 dollar gift cards but they'd escalate it to their manager who they told me would contact me by email directly and give me the remaining amount as well as a bonus 100 dollars for the trouble. I confirmed with the agent that they would send the remaining $100 as well as the additional 100, and they said without a doubt it would be sent to my email. I have screenshots of this specific conversation, as well as screenshots of future agents confirming these promises. They said that the manager would email me within 48 hours. That didn't happen. So I've been contacting support over and over being told the same thing, that they'd set up a support ticket that I could track the status on and it would take anywhere from 7 days to 14 days. Two of those instances, the agents lied to me and did not actually create a ticket (and I know this because I plugged the ticket number into the Xfinity support ticket tracker and it said no ticket existed, nor did my account say I had any support tickets active. AND I had other agents tell me that there was no ticket existing under those numbers. They lied to me twice about this)

Then I started calling more. I've been transferred from department to department with all of them saying the next would be able to help me. I started with a chat agent who put me on a call back, the ones that called me was the billing department. They said they can't help me and that it's actually the Mobile department (Despite me outlining that the deal was connected to my home internet, not mobile) and they said that its connected to the Mobile department anyway, so they transferred me. To no one's surprise, the Mobile department said that isn't their department either, so they sent me to a new department, just for them to tell me its actually the billing department that I needed. And once again, despite me saying that I just came from there, they transferred me again anyway. It felt like I was just getting pawned off to whoever and no one was actually there to help me.

Finally after a wild mouse chase, I get told to call the Incentive Tracker (which I've called before just to reach an unavailable number). I called again anyway and it finally worked and I reached someone. At first they tried to fight me about the history of my contacts until I showed proof that I had screenshots of what agents have told me in the past. They cross referenced the dates (the Feb 20 discussion primarily where they promised the additional amount) and it felt like they were trying to gaslight me or call my bluff about having screenshotted proof. I don't think they'd believe me (despite having ALL of the access to past conversations) if I didn't have these screenshots. It completely shifted my view of Xfinity as a company, they are not trustworthy and they will try and skew your perspective if you don't have evidence. (I've scrolled through forums dating back 4 years of very similar problems, it's clear this is a ongoing issue with them.) So after seeing that I have verifiable proof, the agent magically "found" the conversation I had on February 20th and confirmed what I was telling them before. They then proceeded to tell me that they physically see the remaining $100 pending on my account and assured me that they would escalate this again and get it sent to my email within 7 business days. This time I asked for some sort of confirmation of this conversation or the ticket number to be sent to my email, which they said they would, but did not. I foolishly still waited the 7 days to no avail.

So I contacted support again, got another ticket opened, just to be told that it was closed because I "received the gift card" already. Now the agents started confusing my situation with the new Xfinity deal going on of $100-200 Mastercard for $35 a month. I tried to explain that I started service in August for $50 a month with the promise of the $200 dollar giftcard just for them to say I was contacting the home security department? I double checked and made sure I was going through to the Incentive Tracker, so unless they transferred me without my knowledge, that should've stayed the case.

Before any agent comments on this to double check my resources, I've called the Incentive Tracker at 1-833-269-9036, I've repeatedly talked with the chat support agents on the app. Every time I speak to someone in Xfinity, I have to outline the entire situation to them all over again, it takes hours both on the phone or through text before I get told one of two things; either I have the wrong department, or they're going to open a support ticket and take another week. (Also, out of the support tickets that weren't falsified, NONE of them notified me of any status change, I had to contact again to get an update every time or they'd just sweep it under the rug)

I am quickly approaching the final month of service with Xfinity and I can confidently say I am NOT going to continue service with them due to this ongoing issue. It is alarming that it's almost been a full year of service and the incentive still hasn't been fulfilled. No one has given me a straight answer, every time I contact I get a whole different story. Each agent promised that I "need not to worry" because the rest of the gift card "will be sent within a week", but none of this has ever came true. I have seen many other complaints of the same missing gift card issue going on since 2022 (most of the complaints are in the same timeframe as mine, ranging from July 2025 to present), it doesn't look like any of these people have ever been compensated like promised and I can't believe Xfinity is starting a new gift card deal for new users despite so many people being left without their promised incentive. 

I am mostly posting here to resolve this situation, and I hope it can serve as a warning to new customers at the least. To anyone else struggling with this same issue, you are not alone and I wish the best for you too. I just want this to be resolved so I can move on with my life.