Visitor
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7 Messages
No Visa gift card even 5 months after activation? Incentive not showing up in tracker? Support people keep lying.
I bought an IPhone 13 Pro Max on existing XM line. I ordered my phone on 10/16/21 and it was activated on 11/15/21. The promo was for a $300 Visa gift card to be mailed 4-6 weeks after activation. It has been 5 months since I activated the phone and still no gift card. I paid the phone in full. I called xfinity mobile support 3 different times, the support people confirmed my eligibility. One said the gift card would be mailed in a week but nothing arrived, the second one just hung up on me after 45 minutes of conversation, the third one bold faced lied by saying they will call me back with an update but no one called back. When I call the incentive tracker line it says I have no incentive and just hangs up automatically. So far I have wasted 4 hours of my time trying to get this sorted out. I think Xfinity is just baiting people to switch to them and then give them a run around when it's time to pay the incentive until people would give up. This is terrible terrible experience. My next stop would be a BBB complaint, but it would not be my last.
lmacmil
Contributor
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245 Messages
4 years ago
There are lots of complaints on this forum about the same issue. Here's what worked for me. After a call and a chat with the regular Comcast number, I called the number on the incentive tracking site (nothing had shown up 4-5 weeks after activation.) I requested a callback and received one about 40 minutes later. The agent created a ticket for me and said it would take about 10 business days for a response. I called again after 12 days or so, again waited 40+ minutes for a call back, and was told my rebate had been approved. At that point, it showed up in the incentive tracker as "processed." I eventually got my Visa gift card about a month later. The status in the incentive tracking site changed to "shipped" a couple weeks after it was marked processed. Based on my experience, I am convinced that unless you get a ticket created, you'll never receive your promo gift card. I don't know if it's intentional or just incompetence but Xfinity can't seem to handle the volume of responses they get from these promotions. Good luck.
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user_9b4e10
Visitor
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2 Messages
4 years ago
Same happened to me and 3 others in my account. 4 of us were told we each would get a visa gift card. This was 11/20/21. With many phones calls to the xfinity incentive customer service number and many lies and run around I was told we were finally going to receive them. Still no gift cards. Time goes by, still no gift cards and now we're told they are not honoring what they said. It was all false advertising. I am close to suing for false advertising. I would have never signed up with xfinity mobile and the 3 others in my account if this was all a lie. And apparently we are not the only ones this has happened to.
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user_2a5d18
Visitor
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1 Message
4 years ago
I switched to Xfinity Mobile on May 9, 2022 and was told the incentive to bring your own device was $200 per line. I brought over 2 lines. When I got the incentive 16 weeks later, it was only for 50$ per line!! I stayed on the phone for over an hour talking to someone the day that 'less than satisfactory' 50$ per line incentive came in the mail and they assured me they created a 'ticket' and that someone would call me within a week resolve the issue. No one called. I called back today- I was on the phone for an hour and 46 minutes with 3 different people!!... all talking to me from the Philippines. Did anything get resolved in this Xfinity bait and switch tactic that they are using to lure in new customers? TBD. I was told it is again in escalation and the ticket was updated and I would have the correct amount in my mailbox within 10 days. Should I believe anyone at Xfinity is telling the truth?
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