Xfinity Rewards not showing up in Purchases, even though they show at the Rewards site as claimed.

I began a thread, four months ago, Dec 28, 2023, trying to resolve my not getting most of my claimed Rewards. Someone tried to help, but got nowhere. Others tried to also but nothing got done. I sent another direct message, asked what was happening and was told to not do that because a direct message was a violation of the terms of service. (I did not know that). If someone can help it would be appreciated. It may be helpful to read the conversation that went on and the things that were tried that were not successful. Thank you.

Responses

Accepted Solution

XfinityKei

Official Employee

•

1.6K Messages

1 year ago

Hello @Bob87050 Thanks for making this post for us to help. Our apologies that you have an ongoing issue for months about your rewards. This is not he expereince we want for you. Our team is here to help! At the top of the page you should see guidelines. Feel free to click on it to see more details of how we operate and how to keep yourself safe. I have a shortcut link at https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c.

I have a second link of https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c this link contains the do's and don't of the forum.

Can you tell us more about the rewards you're missing?

Bob87050

Frequent Visitor

•

20 Messages

The Rewards movies I am missing are It's a very merry muppet Christmas, Trolls, White Christmas, Ghostbusters, The Book of Life, The Sandlot, Top Gun.

The information was sent via direct message on Dec. 28, 2023.

Your response was to start checking things on my end. Nothing resolved the issue.

After that, you opened up a ticket on this: I can fill out ticket for the issues so our rewards back end team can see why they are not showing up in purchases , what’s your best contact number and email addresss?

which was done.

On Dec 31 2023, I received from you: Hello again! I hope you are well. I wanted to follow up regarding the ticket. I don't see any updates yet, but the ticket is still open and pending. I just wanted to keep you in the loop as we wait for answers. If you need anything, you can circle back here. Have a great night.

On Jan. 4 another communication from you: Hi, I hope you are well. I got an update from our Rewards team they followed up via email with some updates. Did you have a chance to give this a look?

I replied that I had received their email and had done all they requested. Then they asked me which solution worked. None had. You sent me a communication they were still working on it.

I received another email from them telling me they were working on $1 reward purchases. --which I had not done--only trying to get my claimed, free reward Movies.

Your reply, on Jan 5 2024: There respond to reward movies since there is more that one

On Jan 17 I sent: Any change coming through with my movie rewards? Still nothing has shown up in Purchases.

Your reply was that by contacting you through Direct message may be regarded as a violation of the TOS.

I was shocked. All of this was going on through DM. I thought I was being patient with you. But evidently, because it had been two weeks since last hearing from you and nothing had/has changed, you now tell me to keep quiet? That seemed to be in direct contrast to your message On Dec 31 2023, I received from you: Hello again! I hope you are well. I wanted to follow up regarding the ticket. I don't see any updates yet, but the ticket is still open and pending. I just wanted to keep you in the loop as we wait for answers. If you need anything, you can circle back here.

I guess my waiting to hear and not hearing then "circle back here," which I did got me into trouble?

So, I am again on the open forum, still with the same problem that I told you about on Dec 27, 2023. An no communication from you about it since you sending me the TOS, which I carefully read.

Can you help, solve the initial problem? Thank you.

I wait

1 year ago

XfinityJustinC

Official Employee

•

1.3K Messages

Bob87050 I really appreciate all the detailed information in regard to the previous interactions, the missing Xfinity Rewards movie titles, as well as ticket was opened for this. You've contacted the right place, and wanted to assure you I've reviewed the previous interaction and I want to get this resolved for you.

Since I will need to gather some account specific information we don't want in our public conversation, when you have time please send a direct message:

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

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

1 year ago

XfinityJustinC

Official Employee

•

1.3K Messages

1 year ago

Bob87050 I appreciate you sending the direct message with the requested information, I'll follow up with you there to continue.

Customer Service

Bob87050

Xfinity Rewards not showing up in Purchases, even though they show at the Rewards site as claimed.

XfinityKei

Bob87050

XfinityJustinC

XfinityJustinC

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