Contributor
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224 Messages
Where's my Visa gift card? Incentive not showing up in tracker
I bought two iPhones in October to replace Google Pixels on existing XM lines. The promo was for a $300 Visa gift card (for each) to be mailed 4-6 weeks after activation. The full price of the phones would be added to my monthly bill over 24 months. To date, I have not received the gift cards and neither shows up in the Xfinity incentive tracker. I had online chats with 2 different Xfinity employees who confirmed my eligibility. One said the gift cards would be mailed 90 days after activation. Two weeks ago I called the incentive status number and a ticket was created and I was told it would take 5-7 business days. I called today and the bot told me there was no ticket on file on my account! I am now awaiting yet another callback but expect my frustration to continue. I need help from one of the Xfinity employees who monitor this forum. Thanks.
Accepted Solution
lmacmil
Contributor
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224 Messages
2 years ago
Today (1/5/2022)my rebate finally showed up in the incentive tracker. The message said: "We hope you're enjoying your service! Good news, you've hit the mile marker for your $600 Prepaid Card. You can expect your Prepaid Card
within the next 2-4 weeks, and we'll update the status when it ships."
This was for the promotion that ran in October for iPhones 11 and 13. The full price would be added to the monthly bill spread out over 24 months and a $300 Visa gift card (for each phone) would be shipped in 4-6 weeks. I bought 2 phones and activated them on November 11th and 14th. After about 5 weeks there was nothing showing up in the incentive tracker. I did 2 online chats, both of which confirmed I was eligible for this promotion and that the gift cards would be shipped 90 days after activation but neither could explain why they were not appearing in the incentive tracker. I then called the incentive tracker phone number and a ticket was created about 12/21. (I waited about 40 minutes for the callback.) I called again on 1/3 and the bot said there was no record of that ticket. I had to wait about 50 minutes for the callback. As noted in my previous post, I was told the rebates were approved on 12/29 and “went into processing” this week. It would appear that the rebates don't show up in the incentive tracker until they are processed. And it also appears that processing takes 6 weeks or longer, probably due to the sheer volume.
Based on the number of posts in this forum, a number of people are having the same issue. I know how frustrating this is. Don't give up!
1/6/22 update: I received a pre-recorded phone call from Xfinity today saying that my prepaid Visa cards would be shipped within 14-21 days!
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Accepted Solution
XfinityBrie
Administrator
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656 Messages
2 years ago
If you expect to receive a prepaid card as part of a Bring Your Own Device (BYOD) promotional offer, you can check the status of your prepaid card about one week after activation of all required services.
If you traded in a phone and made a qualifying new phone purchase as part of a promotional offer, you should receive an email from Assurant letting you know the phone you traded in was received. This may take seven to 10 business days from when you shipped your old phone.
After you receive the email from Assurant, it could take up to eight weeks for the status of your prepaid card to appear in the Xfinity Incentive Tracker.
If you are not seeing your information in the Xfinity Incentive Tracker, Contact Us (either through the forums here or by other means) and we'll look into it for you. We have an escalation path regarding these types of situations and will work with the finance team to ensure your Gift Card is mailed out.
Please remember, the amount of time it takes for your information to appear varies based on the type and terms of the specific promotional offer.
Prepaid card issued by MetaBank®, Member FDIC, pursuant to a license from Visa® U.S.A., Inc.
Prepaid cards expire 180 days from the date they are issued. There will be an expiration date printed on your card.
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CCAbbie
Problem Solver
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1.4K Messages
2 years ago
@lmacmil I am sorry to hear you are experiencing these frustrations.
Xfinity Mobile support via this platform is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on https://comca.st/3qM7zN1.
Since your issue is more specific and regarding the status of a gift card, I would recommend contacting our Xfinity Mobile team directly. You can contact our Xfinity Mobile support center via any of the following methods for account specific issues:
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user_f4520f
Visitor
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6 Messages
2 years ago
Similar issue here. The offer was shown on Dec but disappeared now.
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UserXFin12345
Visitor
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1 Message
2 years ago
I am a new Xfinity Mobile customer, In order to switch from my existing provider I was offered a 300$ prepaid gift card. A few weeks ago I checked my status and saw that it was in process. I checked again today and it cannot be found. I tried the online chat and calling.
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user_a53e02
Visitor
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3 Messages
2 years ago
I have a similar matter. I upgraded my phone for the 13 pro max and was offered a promotion that was never received. The phone was on back order. Once I received it, I turned in my old phone (two weeks later). At that time (11/30), I was told that I would receive a $400-$450 dollar visa prepaid along with the phone value. I received the check for phone value but no prepaid gift card. I went to the store that promised the gift card. They reached out to incentives and said that the promotion was found and although it wasn’t available at the current time, I was eligible back when I traded. The representative gave me a ticket number and told me that I would receive the card within two weeks. I have received nothing. I’m on the phone with xfinity and the representative is telling me that I am not eligible and I will not get anything. I would not have upgraded had I known that I wouldn’t get the visa prepaid to help. I feel that xfinity has lied to me to get me to upgrade and is not keeping their word or promise of reward. I’ve paid off old phones and paid my bills. I should be rewarded
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user_e0feb5
Visitor
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1 Message
2 years ago
THEY DELETE ONCE YOU START CALL OR TRACE THE INCENTIVE
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user_8255ab
Visitor
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1 Message
2 years ago
We also bought 2 new phones from xfinity and we’re told we would receive a 400 dollar gift card, this was 8/24/2021. We have reach out to xfinity, they tried to go to the web site that the promotion was to come from but site just happened to not work, we have called customer 2 times and emailed xfinityrewardcenter.com and still have not received what was promised, I am disappointed and will no longer believe them unless it’s in my HAND.
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leojen
New Poster
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8 Messages
2 years ago
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user_3faac4
Visitor
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1 Message
2 years ago
I feel your frustration everytime I have to call Comcast knowing that chances are solutions will be offered but not followed thru on. I changed plans in December and qualified for a $200 gift card which the agent happily said she would email to me right away. Of course there were issues with the entire process of setting up the new package and when speaking with another agent she tells me that I didn't qualify for said gift card. EwgjMiss information runs rampant in their service department.
Still Waiting
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lmacmil
Contributor
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224 Messages
2 years ago
My Visa gift card was in my mail when I returned from vacation on 2/14. I had received a phone call on 1/6 saying it would be shipped within 7-14 days and the status on the incentive tracker showed shipped as of 1/12.
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user_a232b2
Visitor
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1 Message
2 years ago
I have not received the gift card and neither shows up in the Xfinity incentive tracker. I bought the phones in December 2021, I was told that I would receive a $450 dollar visa prepaid each phone along with the phone value. I received the check for phone value but no prepaid gift card, is anyone can help me?
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user_358d5c
Visitor
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1 Message
2 years ago
I also had this same issue, I called xfinity 3 weeks ago and a ticket was created and they had said it would take 5-7 days to see a status. After the 7th day I did not see any updates so I gave it another week before I called Xfinity again, 5 days ago I finally see a status on xfinity incentive tracker for the $300 rebate card. It says I’ve been qualified and will receive my card 2-4 weeks. I feel like the rebate card won’t start a progress unless you call and create a ticket.
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jlczuk
Contributor
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24 Messages
2 years ago
I had the same kind of issue that was just resolved tonight with a $450 credit to my mobile account when I got a call back from a woman from the Comcast Corporate Installations Team. She verified all of my information and I had the credit immediately.
I suggest that people having these issues go to this link and submit your information. It will tell you that someone will get back to you within 3-5 business days. I'm pretty confident this is what got me my call back tonight. https://xfinityincentivetracker.com/contact
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mcarpent87
Visitor
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3 Messages
2 years ago
Same problem here, ordered two iPhone 13 pros in September on the preorder deal. Comcast “reps” overseas on the chat just lie to you saying it’s coming but nothing ever gets done. I’m so done with xfinity mobile, I’m going to switch carriers.
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