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user_gk0elo
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4 Messages

Tuesday, August 27th, 2024 3:28 AM

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Prepaid gift card still has 30.00 but I can’t use it

Prepaid gift card still has 30.00 but I can’t use it . It says balance is 30.00 but then say my available is .13. If you add up the transactions I should still have 30 left. What can I do no one answers the phone when I call the number on the card. 

Question

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Updated 

11 months ago

41

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XfinityAlyssaA

Official Employee

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2K Messages

11 months ago

Good evening @user_gk0elo, and thank you for reaching out on our Community Forums with your gift card concerns, we appreciate your time and hope you are having a great start to your week today! I see that you stated your prepaid gift card has a $30 balance but then says the available balance is .13 and that you have been unable to connect with anyone over the phone. Rest assured our team is here to help however we can. We'd be happy to get a ticket submitted over to our dedicated fulfillment team to investigate your gift card issues further. This ticketing process will require us to collect some private information. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you further. 

 

6

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user_gk0elo

4 Messages

@XfinityAlyssaA​ I do not see direct message. I am logged in on my account 

11 months ago

0

XfinityAlyssaA

Official Employee

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2K Messages

Hmm, that is definitely strange @user_gk0elo, as the Direct Message icon should be visible in the upper right-hand corner. May I ask what web browser you are using as we typically recommend Google Chrome? Or, have you tried any alternate web browsers? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

user_gk0elo

4 Messages

I am using safari I still do not see it 

11 months ago

0

XfinityAlyssaA

Official Employee

 • 

2K Messages

Thank you for confirming you are using Safari @user_gk0elo, we appreciate it. It should be located next to the bell icon, do you see the icon there? Have you tried logging in on Google Chrome instead or an alternate device? We want to make sure that you are able to get connected with us so we can further assist with your gift card issues. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

user_gk0elo

4 Messages

No, I’m not sure where this is. I sent a message not sure it was a direct message 

11 months ago

0

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