Never Received Xfinity Rewards

I claimed and was awarded (2) different Xfinity Rewards for concert VIP ticket packages and was suppose to receive an email with all information on how to claim tickets 2 weeks ago. So, I get the emails asking me to confirm and create an Xfinity ticket account asking for more personal info, which I did for both and then received an email confirmation email for creating this account. The email states I have to wait another week (only a few days before the concerts) to get the ticket info which I was suppose to get in the first email.

I decide to try the online support to find out why I haven't got the tickets as promised and need more info before I book a hotel and schedule time off from work. The online option is a waste of time so I get a call back and waste 1.5 hours with a Rep who seems to speak and understand English, but does nothing but repeat himself over and over again and ask me the same questions with no resolution. I asked to speak with a manager and he transfers me to a Rep who does the same thing for nearly 2 hours before finally creating a "ticket."

I get a call back from another Rep who repeats everything that happen with the for 2 Reps for nearly 2 hours before I conclude that this whole experience is by design to get me so frustrated I give up, which I did. I get an email and text stating my ticket was closed and problem solved which it wasn't and that I can view the ticket resolution by clicking on the link which sends me to no ticket to view since there is no ticket opened.

The first concert was on 2/5/26 and I never received the email as stated after I confirmed my intent to attend. So, I call again on 2/6/26 and receive the same horrible experience with a new Rep before asking to speak with a manager. She puts me on hold forever and then tells me she is transferring me to a manager, but I get a new Rep who know nothing and continues to repeat the same nightmare experience again before I convince him to open a ticket and have manager with the Xfinity Reward team call me and he promises to do so. I get the email and text message that the ticket was created, but never get a call and receive a text message today that the ticket was closed with "no further action required." The second concert is today (2/7/26) and no ticket email received like the other one.

I decided to try this option hoping someone with Xfinity Rewards Team see this and cares enough to call, email or text me with a resolution instead of just not caring and dismissing me again... fyi, I've been a customer for 25 years, but that seems to mean absolutely nothing. Someone please help, thank you.