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curlz1978
1st Topic

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4 Messages

Mon, Oct 25, 2021 5:35 PM

Visa Gift Card promised to me

I purchased a Samsung phone back in January of this year, when there was a promotion for a $400 gift card. I received an email that told me that I had satisfied the requirements for the gift card and that it had been mailed. When I didn't receive it, I checked the website, and it said that it had been returned. This had happened once before because Xfinity had left off my apartment number, so I called and requested a call back. When that call back never happened, I called abut 3 more times, only to be hung up on, with no call back. I then sent no fewer than 3 messages online for a call back, or even just to request that the card be mailed again, only this time to include my apartment number. I have heard NOTHING, and the status of the gift card still says "Returned". 

I have done agent chats 3 times, been told to call the same phone number that keeps hanging up on me, I was given a ticket #, and assured several times that I would "definitely" receive a call back or email within the next 4 days. I have once again heard NOTHING.

I sincerely do not appreciate these bait and switch tactics. I just want what Xfinity PROMISED me. I fulfilled my end of the deal, they have yet to fulfill theirs. This is at the very least a breach of contract, and I need resolution ASAP, as this has been going on for MONTHS. Otherwise I will need to return both of my phones, and cancel my mobile service.

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Updated 

9 d ago

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XfinityMary

Official Employee

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183 Messages

1 m ago

Hello @curlz1978! I appreciate you taking time to post your concerns here on our Forums page so we can help with your promotion and gift card concern. I know that it is important to receive the gift card when you fulfill the requirements and to make sure there are no issues with the shipment. For more assistance with your gift card, please call our expert team at 1-800-526-3268 where they will be able to review the incentive concern further and help. Thank you! 

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curlz1978

Visitor

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4 Messages

@XfinityMary That is the phone number that I have been calling for MONTHS, only to be hung up on, or promised a call back to no avail. I apparently need this resolved another way, because your rewards team is not doing their job.

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1 m ago

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XfinityMary

Official Employee

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183 Messages

I am sorry to hear that! If you are having troubles getting assistance with your XFINITY Mobile Incentive through our Incentive Team and online tracking portal, you will then want to call our XFINITY Mobile Team at 888-936-4968 for next steps. I truly appreciate the time and attention you have put towards this concern. I am confident that our XFINITY Mobile Team will be able to get the concern addressed and resolved for you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 m ago

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curlz1978

Visitor

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4 Messages

Apparently it's a different company that issues the gift cards, and they won't even answer Xfinity's calls, because I just tried a 3-way call with an Xfinity customer service person and that 800-526-3268 number, only to be met with endless hold music.

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1 m ago

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XfinityMary

Official Employee

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183 Messages

I appreciate you reaching out to the XFINITY Mobile Team and updating us with the results. Our team is limited in our ability to assist with XFINITY Mobile accounts, however, I would like to see if there is any information I can provide you! To discuss your account in more detail, can you please send us a Private Chat Message with your first and last name along with your full service address?

 

 

To send us a Private Chat Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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.
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1 m ago

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HampshireFam

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13 Messages

15 d ago

I am going through the EXACT same problem for the purchase of my Samsung Galaxy S21 Ultra in July that was a $300 card to be sent after satisfaction of the agreement terms which was 3 months pf payments and account in good standing.  I was then told by an agent that it was in the mail, now to only have it not show up, also not appear on the rewards and incentives website (it only shows one from 2018) as well as when I call the number I am on permanent hold with music (I am listening to the piano playing right now as I type this). It then asks if you want to be called back and not lose your place in line. I did that once yesterday and still no call back. I called again and it just told me after 30 minutes of waiting it would call me at my number. Now calling back again and immediately on hold with no one answering or responding. 

I agree this is 100% failure to deliver on promises made. We have been an Xfinity customer for over 10 years and it seems like every year, they decide to treat us worse, reduce support, and care less about the users. The automated attendants and chat bots are horrid to deal with. 

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XfinityJustinC

Official Employee

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10 Messages

Hello, thank you for reaching out. This isn't the experience we want you to have, I would be happy to investigate the Visa reward card for you. Would you Please send us a private chat with as much information as possible (pictures are helpful too, if you can), using the below instructions: 

 

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Peer to peer" / "Private chat message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Peer to peer chat" icon or https://comca.st/3wjbsKk

 • 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

See https://comca.st/2Uwyujs for an example.

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
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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14 d ago

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fuongbregas

Visitor

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1 Message

11 d ago

Also on the same page, promised to get a $50 Visa gift card in August for their internet, never receive anything. 

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XfinityJosephA

Official Employee

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472 Messages

Hello, @fuongbregas, I'm sorry you did not receive the $50 gift card after signing up for Xfinity internet service in August. We are glad to have you as a customer and we will get you the information you need :) Have you already tried to track the reward? You can use this link to do so. (https://comca.st/30S3PAQ) If you select "Status Lookup" you can see the status of the reward by entering your account number or phone number/billing zip code. Let us know what you see if you don't mind. Sometimes gift card fulfillment starts to process after 90 days, but let’s see what is says.

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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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11 d ago

curlz1978

Visitor

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4 Messages

I think I actually discovered the 3rd party company that is supposed to send out the gift cards. They called me and told me that the 2nd gift card they mailed out had been outstanding for over 21 days and they were freaking canceling it.  They allegedly sent ANOTHER one that I will allegedly receive in another 7 to 10 business days.  I don't have a lot of hope. Anyway the company is Tristar Fulfillment Services and the phone number I found is [Edited: "Personal Information"]. Best of luck. 

(edited)

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9 d ago

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HampshireFam

Visitor

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13 Messages

9 d ago

Still no help here either. These forums provide no help at all. 

https://forums.xfinity.com/conversations/customer-service/dont-expect-any-support-here/619fe14050b737295335d8f7

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