Reward not available

I received an email today saying "See Kung Fu Panda 4 in theaters, on us". Xfinity rewards will give me a code to be used in Fandango for a free ticket. But going to Xfinity Rewards doenst show the reward or the code. I used thee chat fucntion and the rep didnt know what i was talking about and gave me a phone number for "promotions". The phone number doesnt work. I can not get anybody from Xfinity Rewards to talk to. Why doesnt my reward show?