Xfinity rewards tracker says I'm disqualified

Hello. I signed up for new Xfinity service a few months ago and was promised a $100 Amazon card if I paid on time/kept my account in good standing. The estimated issue date is today (Aug 19th). When checking the rewards tracker, it says that I'm disqualified for the reward due to a change in service. 

I haven't changed my service and I've paid every month on time via auto pay. I'm wondering how to get this fixed