4 Messages
Prepaid Card Incentive Never Arriving
I have been waiting since September (9/22) for my prepaid card incentive to arrive. It is August (8/23), almost one year since I signed up for my current Xfinity plan.
I have called almost every month to “fix” this issue with customer service, who either reissue the card or escalate the ticket (which does nothing). Twice, I have had to offer another mailing address because my current address where I receive the service is “undeliverable”… although I receive junk mail from Xfinity without fail on a regular basis. I even offered to pick it up at a physical location, but that is not an option either.
I am beyond disappointed that I have had to take action for so long on something Xfinity is obligated to fulfill. I do not want a service that lures in customers with incentives it does not intend on providing.
I either want compensation for my lost time and effort, or I will be switching my plan and reporting the issue to the FCC.
XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
Hi, @xfinityuser2100! Thanks for taking the time out of your day to contact XFINITY over our Forums' page for help with the prepaid card concern. I am always taking advantage of gift card bonuses. I am sorry to learn about this experience with the delay in you receiving that gift card. We will certainly do everything within our power to get this resolved as quickly as possible. Have you already tried tracking your gift card using our digital option at https://xfinityrewardcenter.com/?
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XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
Ah, okay. @xfinityuser2100 Thanks for confirming this for me. I would like to take a deep dive into the account to see what's going on since you track it at that link and still never receive the prepaid card. To research this further, would you mind sending us a direct message with your first/last name and full address, so I can ensure I pull up the correct account? You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.
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user_2100aa
4 Messages
2 years ago
I have been messaging with Xfinity Support all morning. Switched people three times, it seems. I have been consistently asking for the same things: assurance the prepaid card will arrive, a place to issue a formal complaint, and compensation for this absolute waste of time and energy.
After the agent repeated the information I already have back to me and suggested I call the same number which accomplishes nothing, they offered a $150 credit to my account, just to pay bills on their terrible service, in place of the card. I repeated what I wanted originally, and they offered $25 credit and still no assurances.
I am reporting this incident to the FCC, do not use this service.
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