Visitor
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2 Messages
Prepaid visa gift card missing
I suppose to receive a prepaid visa gift card for switching from ATT to Xfinity Mobile and bringing my own phone. I was told that I will receive the card after 90 days of service. It was been more than 90 days and I have not received anything. When I call for follow up I keep on getting different answers. Some say it’s gonna be shipped to my house, some say it’s going to be sent digitally to my email. Everyone gives me different time frames. They opened a case and said it will be resolved in 5-7 business days. It’s been more than 10 business days since then and the case still shows pending on their news (I was told that when I called today). Can someone give me the correct timeframe and tell be which one is it: sent digitally or shipped by mail? I’m so frustrated by getting forefront answers from different customer service reps.
CCGina
Official Employee
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800 Messages
3 years ago
Hi there @user_185ba4, I'm sorry to hear about the confusion with the gift card. In case it is helpful to you or others, here if more information about the Xfinity Mobile gift cards:
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user_185ba4
Visitor
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2 Messages
3 years ago
Update: I continued to receive different answers through mid May and at one point I was told that I will not qualify because few weeks after switching I purchased a new iPhone. (Prior purchasing the phone I asked them if it will affect my existing promotion or should I wait and was told I can go ahead and purchase and it will not negate my eligibility). At that point I filed a complaint with the Better Business Bureau and a few days later I was contacted by someone from Xfinity Mobile corporate office and they were able to quickly resolve my issue.
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user_67eba4
Visitor
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1 Message
3 years ago
I did basically the same. Transferred two lines from t-mobile to xfinity at the end of January. Around the first of March I upgraded one line to a new phone. I received one gift card at the end of June. I did not receive the second so I called xfinity and was told by upgrading my phone I violated the terms of the agreement. I was also told before upgrading it would not effect the promotional gift cards. Guess I need to contact the BBB as well.
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