I'm a 30+ year customer. Why am I "not eligible" for rewards?

@user_72628e​ 

Because you updated your original post, I went ahead and escalated it to make sure it gets back in the system.

Did you interact with @XfinityJanelle in your original thread?

Thank you for working with me but I'm still waiting to hear back from Xfinity Esteban about the status of a ticket.  This problem has not been solved. My question has not been answered.

We are still waiting on an update on that ticket. With my research I am showing you spoke with our Executive Team and they noted it was determined your account was not eligible for Xfinity Rewards. I have also located 2 additional ECM tickets that state the same. Did you have access to rewards before making the username change? 

I have never been able to sign in fort rewards even though I meet the following requirements:

1. Have a post-paid account with TV, Internet, or Home Phone service.
2. Have your account in good-standing and not past due.
3. Be at least 18 years or older.
4. Be a resident of The United States.
5. Be the primary user of the account.

I have been the primary user on this account for over 30 years. Yes, I am working with some others on this but I thought maybe you could find a reason that it's not working. There must be a bug in the code that is not allowing me to sign up for rewards.

I would expect a rewards customer service to find the source of this problem, explain it to me and fix it.

I never can get a concrete answer as to why this is happening. Yes it keeps telling me that I'm not eligible but they have never given me a concrete reason why I am ineligible. I've logged in with the same username  on the same account that I've had for 30 years where I've been the primary user. This is the account where I pay my bills, set up reoccurring payments, etc. 

I don't see that the rewards customer service team is giving any information as to why I am not eligible for rewards.

A week ago ago I received just another email inviting me to join the rewards program. However, when I attempt to do it, the same message that tells me I'm  ineligible appears. Why is Xfinity sending me out emails inviting me to join the rewards program and then deny me entry?

I qualify for the rewards that are stated in this terms of service. How is it legal that they can state certain terms and conditions and whenever I follow them they still don't allow me to receive the benefit? Furthermore, how is the rewards customer service getting away with not explaining explicitly why I can't sign on to rewards and just saying a person is not eligible without giving a concrete reason that is stated in the terms and conditions? This is the worst customer service I've ever had with a company.

@moragatherese​ 

Did you get with @XfinityDena about the question she asked?  [I think she was asking you....]  Have you been interacting still with @XfinityEsteban ?

@user_6e212d I can definitely understand your concern about not being eligible for this program. As per our Xfinity Rewards Terms and Conditions, to be able to sign up for Xfinity Rewards, you must: 

1. Have a post-paid account with TV, Internet, or Home Phone service.
2. Have your account in good-standing and not past due.
3. Be at least 18 years or older.
4. Be a resident of The United States.
5. Be the primary user of the account.

Have you already ensured that you meet all that criteria? Have you ever had access to Xfinity Rewards in the past?

[Edit: corrected tagged user]

Yes, I am eligible. I haven't accessed it in a year and I wanted to see what rewards you guys have.

@user_6e212d We can take a deeper look into this together and open a ticket to have your eligibility double-checked. Please send us a direct message with your full name and address following the steps provided earlier in this thread and we'll help get you taken care of!