Promotion changed and no longer qualified for incentive?

The incentive tracker says there's no record of it and then said to call customer service. I believe my confirmation email should have the gift card mentioned along with the streaming bundle set of peacock, Hulu  + disney, etc. but if it doesn't, then it is what it is. I will double check and bring with me to the store later. 

But I'll be honest here. I appreciate your response and I also appreciate your directness. I know that ultimately this is a matter of business as well and not many things can be done if customer service on call was correct about it. 

But that doesn't change the issue I'm facing and most likely what others are facing as well if this is habitual for xfinity. Even if I don't get the giftcard at this point and this is more of a "you confirmed in store, you have the dates, but it's just not able to be solved as promotions have changed/unspoken qualifications not otherwise mentioned at the time," I know my experience and I know my confirmations with the Xfinity team on the package I signed up for and the promotion. I understand why word of mouth isn't enough online but I've completely lost all trust in Xfinity as a result of this because it should have been enough in person when signing up for a product. This is a matter of trust between your business and a customer. 

If a promotion's terms in person, signed and approved by both a manager and an employee, and verbally reconfirmed multiple times on what's included and what's not cannot be trusted, I don't know what to say. Surely, it sounds ridiculous, right? "You can't actually trust what we say we're selling you because you shouldn't believe we're honest in the first place." 

Yes the fine details are important. That is how the business is protected. But no one should be going into an official store, speaking to an official representative about a product on promotion, and then after confirming on said fine details verbally prior to clicking on the "I agree" button, being told months later that it's all inconclusive and not qualified. This is an issue of rapport.

If I am discussing what's included with a representative and the terms of service is then not reflected of that conversation or the marketed promotion, then what you have done is essentially lied about your product even by omission. It was truly an amazing experience in store but this is a very disappointing and dishonest result of service. 

At this point, I'm more concerned what else isn't "qualified" so I intend to return to store to confirm dates of expiration for the current "incentives" included with my agreement. I'll bring my emails and reconfirm with them what exactly went wrong initially for this to happen now. 

Again, I appreciate your response. I understand that business is business. It's just as a customer, it feels like I was very much lied to. It's more ridiculous that it seems like it happened in person as well and I made the choice to go in person to sign up so I could have the confidence in knowing what I asked for and what I'm being told is the truth. 

I do see others in your own forums and on Reddit have experiences that are very similar if not the same. I hope their results are a little more positive than my own. Thank you for your time.