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user_z39cnn
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3 Messages

Friday, December 26th, 2025 12:58 PM

Virtual Prepaid Mastercard has arrived.

On Dec 14th, I was notified my $100.00 prepaid virtual card had arrived. I clicked on the link, created a rewards account, registered the card, accepted the card, then the screen blanked out and the card disappeared. I attempted to activate the code again but it states it already exists. There is no card showing on my rewards account, and I never received a confirmation email that confirming I activated the card. I created ECM Ticket # [Edited: "Personal Information"] under Xfinity Rewards on 12-18-2025 07:32:12 EST.

I have not heard a word from anyone since then.

I do not have the card number because the screen blanked out before I could save an image, but somewhere there is a gift card in my name with $100.00 floating around the internet.

How do I get someone from Xfinity to help find this for me?

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8 hours ago

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XfinityJeff

Official Employee

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727 Messages

3 months ago

Good morning @user_z39cnn, and thanks for posting you issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the prepaid card, but you have come to the right place for assistance. Since the information shows that the card has been issued, there is a number you can call if the card information is not received via email within 48 hours. The number is 1-866-385-8392.

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user_z39cnn

Visitor

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3 Messages

Hello Jeff and thank you for responding to my post. I called that number. Several times, and tried every option available. It is an automated system with no option to speak with a human. It also requires the card number which I do not have because of the issue on the website when I went to activate the card. Then I went on to the Rewards programs help desk and that automated system created a ECM ticket for me but still no option to talk to a human, just an AI bot that has since ignored me. This is my next step since going in person to an Xfinity store will not help either, they are all just sales reps. I am hoping and praying that someone at Xfinity who works with the rewards department can see this, log on and tell me how to retrieve my gift card.

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3 months ago

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XfinityJeff

Official Employee

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727 Messages

We can take a look and see what we can do @user_z39cnn. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message 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, please add your full name and address
• 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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3 months ago

user_z39cnn

Visitor

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3 Messages

Thank you very much for all your help Jeff, I was able to actually talk with a real person about the issue by following your instructions, and am very satisfied with your assistance.

I hope you have a Happy New Years,

Thanks!!!!!!!!!

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3 months ago

XfinityAlfonso

Official Employee

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2.4K Messages

We're so glad to hear that @XfinityJeff was able to help get you in contact with the right folks to help resolve your concerns! We're always happy to assist here on our Forums, via our r/Comcast_Xfinity SubReddit, or @XinitySupport on Facebook or X! 

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

Like

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3 months ago

user_26er54

Visitor

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1 Message

8 hours ago

I received an email with a $180 Mastercard debit.  Is this legit?  I don’t want to click on anything without confirmation.   Cannot get a live person when calling the phone number provided.   Also, why is this being given?..sounds fishy

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XfinityBenjaminM

Official Employee

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2.8K Messages

 

user_26er54 Hi there! We'll need to access your account to see if this is a promotion we are currently offering. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

 

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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8 hours ago

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