U

Visitor

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2 Messages

Sun, Jun 19, 2022 7:42 PM

Pre-Paid Visa Promotion

I feel like I am going in circles regarding receiving the Visa Pre-Paid promotion card.  I was told at the time of purchase that after 90 days my card would be sent out.  I traded in my iPhone 7 and upgrade to the iPhone 13, I went to the Xfinity Store in Lady Lake Florida.  Every time I bring up this discussion it seems like the staff in the store has no knowledge of this or just doesn't want to deal with it.  I was told that a ticket was created to resolve this issue back in April of 2022, ticket #[Edited: "Personal Information"].  They gave me a promotions line to call, 800-526-3268 and that line keeps you on hold for thirty minutes and then disconnects.  I went back to the store today and they said they need to set up a call back for a representative to call me to discuss this.  I've been on hold for one hour and a half with two men, that are saying that the trade that I made on Dec 9, 2021, offer # 31639092117.  They are saying that my trade information was not updated on that ticket and that is why I have not received the card.  He then proceeded to give me the promotion number 800-526-3268 and stated that they are the only ones that can update the information and send out the card.  This has been a very frustrating experience, Xfinity received my business, I've been paying my bills on time, and I get the short end of the stick with Xfinity not following through on their promotion.  

Amanda J

Lady Lake, Florida 

Frequent Visitor

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13 Messages

13日前

I have been having the same issue in PA... I am going to file a complaint with both the BBB and the AG's office.  Deceptive business practices!

DaveO3

Problem Solver

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410 Messages

13日前

First of all, call or text XM and obtain the written details of the promotion you thought you qualified for. 

Second, verify that you met all of the conditions therein, not just the 90 days. All of the promotions have several conditions such as the new phone being in stock and activation within so many days, etc. Also, they state that you should receive the promotion within 16-18 weeks. 

Third, check the incentive tracker using either the owner/prime phone number of your account or you Comcast/Xfinity internet account number:

https://xfinityincentivetracker.com

Good luck!

Frequent Visitor

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13 Messages

13日前

I have done ALL of that and then some!  It even shows up on my rewards page.  When I purchased the phone in March I picked those rewards and both of the 150.00 and the 100.00 are listed on my rewards page as "in the works" but NOTHING else is showing.  incentive tracker is worthless too.  I also have screen shots in March of my chat with XM stating that I am eligible for these rewards and that I should get them within 8 to 10 weeks. It has been well over 13 weeks now.  Well now I am just going round and round with these folks, useless waste of time!  I have been a comcast/xfinity customer for over 40 years (before it was called comcast or xfinity). I don't normally have problems like this, but now..  I don't like being lied to!

XfinityRaul

Official Employee

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647 Messages

13日前

Hello, @user_b23518. I'd like to review this ticket that was submitted on your behalf regarding this promotional gift card.

 

Please send me a private message with your first and last name as well as your full service address by using the Peer to Peer direct message icon is located at the top right of the page. Clicking on the direct message icon will bring up a message box that will allow you to initiate the conversation.

Frequent Visitor

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13 Messages

@XfinityRaul​ the direct message doesn't work! I can type a message but it won't let me send it! This is as frustrating as my promotional rewards is.

Visitor

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2 Messages

@XfinityRaul​ I tried sending a private message and your name does not come up.  This process continues to frustrate me and I think I will have a quicker response going to the BBB. Send me an email at [Edited: "Personal Information"]. 

(edited)

Official Employee

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230 Messages

I am sorry you are not able to send a private message. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Frequent Visitor

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13 Messages

sent early this morning

Frequent Visitor

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13 Messages

@XfinityRaul​  Hello,  I sent a private message at  xfinity support.. is anyone looking into my issue here in PA that I mentioned about the pre-paid visa promises?  I have not heard anything back 

DaveO3

Problem Solver

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410 Messages

13日前

blondie131 -

1.) The Xfinity Rewards program is separate from the Xfinity Mobile Incentives program, so you would not see anything on the incentive tracker if the Rewards were applied. 

2.) The $150 award for new phone purchase and the $100 award for new lines are not combinable. It’s one or the other for a specific phone or line. 

3.) If you purchased your new phones or brought any over BYOD with XM incentives/promotions then those incentives would probably have taken precedence and your Rewards would not have applied, since the XM Incentives clearly state that they “May not be combined with other offers”. 

I hope that you were able to get at least one of the incentives or rewards for each phone or line. All would have been nice. None is unacceptable. 

Frequent Visitor

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13 Messages

13日前

I haven't gotten either one! This is enough to make me rethink if I should stay a loyal customer of over 40 years, horrible way to treat a customer. All the chats did was pass me from the mobile care team to the internet billing people and some just ended the chat because they had NO answer and of course lied and lied and lied! I have tons of screen shots to back up my claim!

DaveO3

Problem Solver

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410 Messages

13日前

If you purchased a phone with for example a $xxx Savings with bill credits over 24 months, it would also be considered an incentive that could not be combined with any other offers. Bill credit incentives do not show on the incentive tracker which is only used for tracking the Visa card incentives. They only show up on your bill. 

(edited)

Frequent Visitor

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13 Messages

12日前

The whole thing is frustrating and insulting! 

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