Never received prepaid card

Hi, @user_jlnyox. Thank you for taking the time to create this post! I'm sorry to hear about the trouble you've had receiving a prepaid gift card you were expecting, and I'd love for our team to take a closer look and help in any way we can, especially since you've already checked the Incentive Tracker. Regarding the Disney+ price increase, I also understand how frustrating it is to be surprised by a rate increase without feeling like you received a heads-up.

Third-party streaming providers periodically adjust their pricing, and when they raise their rates, those changes are passed along to add-on subscriptions billed through Xfinity. (Disney+ implemented a round of price adjustments across its plans and bundles this fall.) When a rate or subscription price is scheduled to change, we typically include advance notice directly on your monthly billing statement rather than sending a separate standalone email. Here is how to make sure you don't miss future updates:

Check the "Important Information" section on your PDF statement:

- Sign in to your account at xfinity.com or open the Xfinity app.

- Go to Billing & Pay > View Bill & Transaction History and download your full PDF statement from the previous month.

- Look on the right-hand side or bottom of the pages for a box labeled Important Information - upcoming rate adjustments for TV and streaming add-ons are posted there at least 30 days in advance.

Verify your preferred email & communication settings:

- In your account, click the Account icon and go to Account and Identity.

- Make sure your active personal email is listed and marked as Preferred (if you also have an @comcast.net address, notices sometimes default there unless you switch your preference).

- Under Communication Preferences, verify that account and billing email/text alerts are turned on so that you get notified as soon as a new statement is ready to view.

Manage or modify your streaming add-ons:

If you'd like to review, downgrade, or remove the Disney+ add-on before the new rate takes effect, you can manage it anytime through your Xfinity account under Manage Plan or via the StreamStore.

Could you please send our team a direct message to continue with the gift card concern?

How to send us a direct message:  

1. Click "Sign In" if necessary.  
2. Click the "Direct Messaging" icon.  
3. Click the "Start new conversation" (pencil and paper) icon.  
4. In the "To:" line, type "Xfinity Support".  
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
6. An "Xfinity Support" graphic will replace the "To:" line.  
7. Type your message in the text area near the bottom of the window.  
8. Press Enter to send it.  

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!