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user_d6120a
1st Topic

Visitor

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7 Messages

Wednesday, March 2nd, 2022 7:17 PM

Closed

Returned Prepaid card

Hi there,

When I signed up for the Xfinity internet service, there is a promotion for $100 prepaid card. However, I checked the status in Reward center and the status was Returned. I noticed the address is correct but without my apartment number. Is there a way to change it? 

I tried to call 800-636-2680 multiple times. It is always the case that I waited in line for more than hour half and then got disconnected. Never able to get a real agent over the phone. 

I also tried to submit a request here https://xfinityincentivetracker.com/contact but it has been 3 business days without any response. 

Please let me know how am I suppose to change the address? 

Thanks. 

Question

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Updated 

3 years ago

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Accepted Solution

XfinityThomasA

Official Employee

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2.1K Messages

3 years ago

Greetings, @user_d6120a! Thanks so much for choosing Xfinity and reaching out to us here for help with your $100 Visa Gift card. We can help from here and make this part of the process simple and easy. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

 

4

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user_d6120a

Visitor

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7 Messages

@XfinityThomasA​ I followed your suggestion to send direct message to Xfinity Support, so far no response. I will keep this update once I receive a reply and get this addressed. 

3 years ago

0

user_d6120a

Visitor

 • 

7 Messages

Just a quick update there. Issue has been brought up for over 7 days but it is still not resolved. Therefore, I cannot mark any answer as accepted answer. 

3 years ago

0

user_d6120a

Visitor

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7 Messages

Reaching out to Xfinity Support online is a good way to get this issue resolved. I recommend chatting with Xfinity Support by following the method provided above. 

I would also share the timeline of this issue being resolved so that others who need help with similar issues have more insight of how long this would take. 

March 1, I discovered this issue, called both number [Edited: "Personal Information"] and [Edited: "Personal Information"] a few times. None of the calls went through. 

March 2, I called both number again for a few times, same as March 1, none of the calls went through. So I created this thread and ask for help. I got the response of using Xfinity Support in a few minutes. Online chat customer service agent helped me create a ticket for this issue. 

March 10, Xfinity Support told me the ticket was resolved and I noticed the reward center tracker status changed to `Reissue Card`.

March 15, reward center tracker status changed to `Reissue Card - Shipped`. 

March 21, card received by mail. 

Thanks again for those customer service agent who helped me with this. 

(edited)

3 years ago

0

CCJoseph

Problem Solver

 • 

729 Messages

It was our pleasure! I am so glad we were able to help you out! Remember, we are here 24/7 for your questions! Have an amazing rest of your week! 

I no longer work for Comcast.

3 years ago

0

XfinityThomasA

Official Employee

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2.1K Messages

3 years ago

Thank you for using the self-service options to check your gift card reward status! Visa Prepaid Cards will mail first-class to your billing address, where you receive your Comcast bills. If you have not received your card, please contact 1-800-526-3268 to arrange another delivery. 

6

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user_d6120a

Visitor

 • 

7 Messages

@XfinityThomasA​ Hi ThomasA, I have tried both numbers here, 800-636-2680 and 800-526-3268.It is always the case that I waited in line for more than hour half and then got disconnected. Never able to get a real agent over the phone. 

3 years ago

0

user_d6120a

Visitor

 • 

7 Messages

Just a quick update there. Issue has been brought up for over 7 days but it is still not resolved. Therefore, I cannot mark any answer as accepted answer. 

3 years ago

0

XfinityLinda

Official Employee

 • 

1.6K Messages

No worries, @user_d6120a. We'll be in touch once the ticket has been updated. We appreciate your patience while we work to get this resolved for you. 

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

3 years ago

0

user_d6120a

Visitor

 • 

7 Messages

I do NOT recommend calling the provided numbers. My experience was,

1. If you continue to wait on the phone, you would get disconnected after around 30 minutes.

2. If you choose to get a callback, you will never receive a callback. 

Do yourself a favor and use online chat. 

3 years ago

0

user_f250b8

Visitor

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4 Messages

I need help with this as well.

no assistance even though they said they will reissue it

3 years ago

0

bernardo.m

Visitor

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6 Messages

3 years ago

Thank you, user_d6120a. I am having the exact same issue. I look forward to solving it, and hope to do it with the same patience and elegance you showed everyone here. I appreciate it. Thank you so much.

1

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CCKorie

Problem Solver

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1.1K Messages

Greetings, @bernardo.menezes. I am sorry to hear you are having issues with your gift card as well. We'd be happy to help, and look into this for you. Can you send us a PM with your name and address?

 

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer 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

 

I no longer work for Comcast.

3 years ago

0

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