Urget Assistance Needed - Attention: Tom Karinshak

This is an open letter to Customer Relations Executive Tom Karinsak and his team regarding a time sensitive matter.

This is really making me frustrated to the point I’m probably going to cancel my Xfinity service all together if this isn’t resolved …. 

I received a post card in the mail saying I can get an iPhone 15 for $600 off if I add an Xfinity Mobile line to my existing cable by this Friday July 19.  I also got an email saying the same thing. But no code is showing up for this offer in my Rewards (both on the app and on the website). 

I’ve called xfinity customer service four times and they could not help me. Then I went in person to the Xfinity store and the employee couldn’t get the code either despite contacting a representative through online chat right there in front of me in the store. He said the representative who chatted with him said xfinity mistakenly sent the offer to some customers who didn’t qualify (which makes no sense because I meet all the qualifications) but that Xfinity will honor the promotion for those customers anyway. 

The online representative told the store employee they would initiate a “ticket” to get this resolved for me and that it would take 48 hours to get my code. This was Friday. It is now Tuesday- and not only did they not give me my code but I called the store employee and he told me they haven’t even opened my ticket yet! 

How can I get this code by Friday? How can I get ahold of someone who can actually get this to happen? This whole situation is ridiculous. 

I was going to add 3 new lines to my Xfinity account, but I guess xfinity doesn’t want my money and they’re okay with me canceling service all together and leaving bad reviews and telling people about this experience everywhere I can. I am very disappointed in this company which I have supported over the years.