Promised $200 Student Gift Card Missing – Account Status Discrepancy

Hi there,

I am requesting assistance regarding a missing $200 Gift Card associated with a Student Plan promotion. I am concerned that I was misled by a phone representative, and I would like to have this investigated.

Here is the timeline of the issue:

• September: I contacted Xfinity customer support via phone to discuss my options as a college student.

• The Offer: The phone agent explicitly told me I was eligible for the 1 gig, $50 per month, $200 student gift card promotion.

• Verification & Upgrade: During that call, the agent verified my student status. Based on her confirmation of the gift card eligibility, I agreed to upgrade my plan to the 1 Gig option.

• Current Status: It has been several months, and I have not received the card. I have checked the Xfinity Incentive Tracker, and no record of the card appears there.

The Issue: I recently spent over 1.5 hour on a chat with support to resolve this. The chat agent informed me that my account is not coded as a student account and that there is no gift card associated with it.

This is extremely frustrating because I made financial decisions and upgraded my service level based on the specific promise made by the phone agent in September. If the agent verified my status and sold me the upgrade based on that incentive, the account should reflect that. This feels like a "bait and switch" or a fraudulent promotion.

Request: Can an Official Xfinity Employee please review the notes and call logs from my account in September? I would like the $200 card that was promised to me to be honored.

Thank you.