Unable to Receive Support - Xfinity Military Appreciation Incentive

On Memorial Day, 24 May 2024, Xfinity had an ad up stating they were giving away $180 cash cards to miliary personnel as a thank you for service. The caveat which I did not notice until later is that you had to maintain your services in good standing for 90 days (12 Weeks).  Being that I had no intentions of changing or cancelling my services, this was not an issue. In fact, my services are on AutoPay and have never been late or missed any payments. In the meantime, I came across the Xfinity Incentive Tracker program website (https://www.xfinityincentivetracker.com/track)  where you can track the status of your reward. On this site it also has a FAQ section with all the regulations and requirements.  After inputting my account number, the website stated that my Tracking Start Date was May 24, 2024 and Estimated Qualification Date was Aug 07, 2024.  

12 Weeks past 24 May 2024 is 16 August 2024. Today is 24 August 2024; 13 weeks and one day past the Tracking Start Date. Upon checking the FAQ on their website, it states:  

“Your prepaid card will be processed in approximately 12 weeks (90 days) from the date of your completed Xfinity installation/activation. “ 

According to their FAQ section, the status of my Incentive should be in the “Qualified” status. Instead, it is in the “Pending Fulfillment Eligibility” status which means that my Incentive card will never be processed because it has not changed to the Qualified status.  

I have sent them 3 messages via their form on their contact us page and called them. Upon calling them, the company that Xfinity uses is an outsourced company from another country, and they are unwilling or unable to do anything except read back to me what I can already see on the website.  

Today, 24 Aug 2024, at 13:29, I wasted 40 mins on a call. I asked the agent what the purpose of their department was. He stated to issue cards and fix any issues. I asked him what was 12 weeks (about 3 months) past 24 May and he agreed 16 Aug 2024. I read him and showed him the FAQ facts on their website. He looked up my account on the same website that I looked at and stated himself that I should already have my card, and that my account should be in the Qualified Status instead of Pending status. I asked him to make the change and update the status to Qualified so that my card would be issued. He refused and kept telling me to wait another month. I informed him that even if I waited another month, we would still be in the same situation as my status in incorrectly in the Pending instead of Qualified status and there is an issue with my Incentive Account, and it needs to be fixed. Even though he agreed that it was in the incorrect state and should be changed, that I should already have my card, that the 12 weeks was 16 August 2024, he still refused to issue my card or update my account to the correct status telling me that I need to wait another month. I have already met all the qualifications per the website.  

Xfinity has outsourced and is paying a company that is representing the Xfinity name to an entity that has rude employees that refuse to do their job and refuse to correct any errors, which is what Xfinity is paying their company to do; to handle the Incentives Program and make sure it runs smoothly and resolve any problems. Xfinity is waisting their money paying a company that is not doing what they are paid to do, is extremely rude, does not take the time to fix any issues or listen to the customer, and giving Xfinity a horrible representation of their company. I have met all the requirements yet am unable to receive the incentive I was promised.