Never Received Lord of the Ring's Fellowship of the Ring Extended Version

I redeemed the Xfinity reward for the movie Lord of the Rings extended edition 11/05/26 on my account (you can still see it under the “redeemed” tab on my account, I also have screenshots showing it's been redeemed) but the movie never showed up on my purchases. It says it can take "up to 2 hours" to show up, but it's been well over 24 hours now and all the other movies I've claimed in the past showed up right away. Also, I see from several posts this is a known issue for multiple people. Can I please get some help to get this movie on my account? Thank you.