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user_1zolb6
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Saturday, February 15th, 2025 2:10 AM

Xfinity prepaid card not working

I have contacted three representatives now and still cannot use my Xfinity prepaid card. It was issued the end of January and I've tried it at places my debit MasterCard works for multiple amounts. It doesn't matter. 

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Updated 

3 months ago

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XfinitySara

Official Employee

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1.7K Messages

3 months ago

Hey there, @user_1zolb6! Thanks for coming to the Xfinity Community Forum with your prepaid gift card concerns. I'm sorry to hear about the trouble you've had using your new card, and I'd love to see what we can do to help! You're in great hands with this team because we'll always do everything within our power to review and resolve issues quickly. If you visit our Incentive Tracker, here, you'll see a couple of ways to contact our Rewards team. Have you tried either method recently?

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user_1zolb6

8 Messages

The gift card was issued through xfinity mobile and neither my xfinity internet or mobile account numbers work on the incentive tracker link you provided. I have the card, the number just doesn't work. 

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3 months ago

0

CCSheila

Retired Employee

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1.1K Messages

 

user_1zolb6 Thank you for the details, I would love to take a closer look. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

 

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3 months ago

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user_1zolb6

8 Messages

I used the chat feature as described twice and still haven't gotten a solution. Both times the representative said they're going to replace my card and I would get notified by email. I haven't received anything and it's been past the time they said. I'm very unhappy. 

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3 months ago

0

XfinityOrlandoM

Official Employee

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2.1K Messages

@user_1zolb6

 

I do apologize for any inconvenience you're having,  if you would like us to further assist you please go ahead and send us a direct message with your name and your complete address so we can get this resolved for you

 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" 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

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

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user_1zolb6

8 Messages

3 months ago

I still have not had a resolution. Do you have another avenue I can try? I did the xfinity chat multiple times, called the number on the incentive page (phone tree that doesn't get me to a person), and posted questions in the community. I have also tried the links sent by this communication.

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XfinityJoe

Official Employee

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795 Messages

We would be happy to assist @user_1zolb6 

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

 

 

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

0

Again

Expert

 • 

31.6K Messages

@user_1zolb6​ 

You really need to send that direct private message, if you haven't already.  The Official Employees here are wanting to help you.  This isn't the "chat" that you're referring to.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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3 months ago

0

user_1zolb6

8 Messages

The private message is what I am talking about. THIS:

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

I have tried it multiple times...one time taking over 2 hours to get a solution and NOTHING! I am very upset because it's such a waste of time. 

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3 months ago

0

user_1zolb6

8 Messages

@XfinityJoe​ I have tried this...this is what I am talking about when I say "chat" 

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3 months ago

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