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MNmama16
Conversation Starter
1st Like
1st Reply

Regular Visitor

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11 Messages

Sunday, April 16th, 2023 7:07 AM

Closed

wrong reward tier

​We are trying to resolve a problem with our rewards account. Rewards put us only in the gold level because it’s only counting our current address which is only 4 years but that is not correct as we’ve been a customer of Xfinity‘s for 20+ years at three different houses. 2 weeks ago, I filled out the form online listing all of our previous addresses to correct it nothing changed. Over a week ago, we messaged with the chat online customer service and they were online with us for an hour and talked in circles and gave us no assistance. they promised to have their supervisor call us and that didn’t happen. So we called and talked with someone who promised again to advance our information to someone who could fix it and nothing happened. At the beginning of this week, I messaged on Twitter and customer service said check back by this Friday, as it should be fixed. It still is NOT and cust service rep didn't know why. This should not take 3 weeks and many hours to solve--this should be a quick 10 minute fix. Thank you for any assistance, as it looks like others on this forum have had similar problems with rewards and they were resolved. We're hoping for that too as we missed many good rewards from being in the wrong tier (recent 2 free movie tickets we missed out on!). we should be at the diamond leve​l

Question

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Updated 

2 years ago

 • Edited

210

2

0

Accepted Solution

CCJimmy

Problem Solver

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492 Messages

2 years ago

Hello @MNmama16, thank you for taking the time to reach out to us! We will be happy to take a further look into your Xfinity Rewards concern. Can you please send our team a direct message with your full name and full address? Our team is happy to help! 

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

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MNmama16

Regular Visitor

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11 Messages

@XfinityJimmy​ I had accidentally messaged before I did here (sorry didn't know about the rules). The person said to link this message, but no response. Should I make another post here to be able to send a message again? this still isn't resolved

Thanks for any assistance !

2 years ago

0

MNmama16

Regular Visitor

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11 Messages

After a month of chatting, phoning, tweeting and messaging here, I was happy to receive a message yesterday that my problem (being gold instead of diamond) was resolved. However, that message was followed by another message welcoming me to the diamond level, BUT stating that we ONLY qualified for GOLD (that is incorrect as it only counts the past 4 years in our new house) and that we weren't qualified to be at the DIAMOND level (also incorrect, as we have had Xfinity internet and cable TV with premium channels continuously for 3 house for 20+ years. We gave them all of the addresses and information), with NO explanation why they were determine that. So although I am happy with the outcome, I'm hoping that this isn't just a temporary change. Thanks to all of those who assisted me. I appreciate it. 

2 years ago

0

Accepted Solution

MNmama16

Regular Visitor

 • 

11 Messages

2 years ago

I had accidentally messaged before I did here (sorry didn't know about the rules). The person said to link this message, but no response. Should I make another post here to be able to send a message again? this still isn't resolved

Thanks for any assistance !

2

0

XfinityRoberto

Official Employee

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1.7K Messages

No worries, can you send us a direct message now. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

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

2 years ago

0

MNmama16

Regular Visitor

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11 Messages

Ok Thanks. I sent the message.

2 years ago

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