Joker45's profile

Frequent Visitor

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12 Messages

Thu, Mar 3, 2022 1:19 AM

Closed

Rewards tier wrong

Hello, I am trying to get my rewards tier to the correct one. Shows me as platinum when I should be diamond. I have tried to submit a request online but it says only the primary account holder can do it. I am the primary account holder. I have talked to customer service on the phone and they told me that it would be changed automatically after awhile when the rewards program was new. Any help would be appreciated. 

Accepted Solution

Official Employee

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698 Messages

7 m ago

Hey, @Joker45! We definitely want to make sure you are recognized at the appropriate level of loyalty. Can you direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Accepted Solution

Official Employee

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348 Messages

7 m ago

Thank you again for reaching out to us! I'm so happy we were able to reach our Xfinity Rewards Team on your behalf, and have your Reward tier updated to the correct level. Take care! 

Joker45

Frequent Visitor

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12 Messages

7 m ago

Thank you Marty. I appreciate everyone’s help to get this done. 

Visitor

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7 Messages

6 m ago

I am also having an issue with the tenure of my Xfinity Rewards. I was granted gold based upon time here in Sarasota. However, I have been a Comcast customer much longer with  I believe at least 15 years of service in Massachusetts. I can't seem to get FL and MA to connect and fix this. Any help appreciated. Thank you, Tim

Official Employee

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388 Messages

@n1riw Thank you for bringing this to our attention. We will be more than happy to assist you. 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

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

Visitor

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7 Messages

6 m ago

I am also having an issue with the tenure of my Xfinity Rewards. I was granted gold based upon time here in Sarasota. However, I have been a Comcast customer much longer with I believe at least 15 years of service in Massachusetts. I can't seem to get MA and FL to agree on this. Any help appreciated. Thank you

Visitor

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2 Messages

6 m ago

Hello, I am also having the same issue. I have been entered as Gold but have been with Comcast since my apartment in 2009. Thank you!

(edited)

XfinityDevin

Official Employee

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731 Messages

@user_41ed7e

Good afternoon! We are very excited to show our appreciation for your business with us and we want to be sure you have the tier that accurately reflects your time with us. I am glad you brought this to our attention so that can make sure this is correct.

Sometimes, the tenure doesn’t calculate correctly and we need to manually make a change in the system. Additionally, when a new account is created, the previous address may not carry over and show less time than you have actually been with us. By sending us a direct message, we can help correct this. I have posted the steps below. Could you send us a direct message at your convenience, please?

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message


@n1riw

We would be happy to assist you as well. Can you send us a direct message as requested by @XfinityTimothyA, please? 

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

Visitor

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2 Messages

Thank you for all your help!

Visitor

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2 Messages

3 m ago

My tier is wrong too. Xfinity’s mitt makes it nearly impossible to correct. My service began in 2017 however Xfinity believes my service started in 2019.  So frustrating as there is no way to correct in the workflow or directly with customer service. 

Visitor

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2 Messages

3 m ago

Same experience so frustrating. Thanks for posting 

Official Employee

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378 Messages

Hello @user_0f30aa! We're happy to help, please send us a direct message. 

  • Click "Sign In" if necessary

 

 

  • Click the "New message" (pencil and paper) icon

 

  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

  • - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

  • - An "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 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
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