Visitor
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1 Message
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.
XfinityJeff
Official Employee
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441 Messages
4 days ago
Good morning @user_6uk566, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear that you are dealing with this issue with the $200 gift card promotion, but you have come to the right place for assistance. Could you please send our team a direct message with your full name and full address?
To send a direct 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, please add your full name and address
• Press Enter to send it
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HenryQDB
Visitor
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2 Messages
23 hours ago
I also am having essentially the same issue, where I purchased my plan in early September. At this time there was a student promotion, where purchasing the 1 Gig plan would entitle a $200 Amazon or Uber Eats gift card ~90 days after purchasing, as attached below. I also am having the issue where the incitive tracker doesn't recognize my Xfinity ID. I would reach out to support directly as recommended in other responses to this forum, but I have no ""Direct Message chat" icon" as described in forum. I would like this issue to be addressed, and am unsure of how to contact the appropriate support team.
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HenryQDB
Visitor
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2 Messages
22 hours ago
It has been over 90 since I created my account and purchased my plan, so that shouldn't be an issue. It was my mistake to say I used my Xfinity ID for the incitive tracker, I have tried both my account number and personal information, resulting in "record not found" messages for both, as seen below.
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