Visitor
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17 Messages
Visa prepaid card reward for new phone issue
I activated the $150 Visa Prepaid card reward and purchased/activated a new phone last July. It has not been listed on the Incentive Tracker page. My Reward page shows “Your reward is in the works. Be on the lookout for a package” at least since September. I called the customer service several times and was told each time that I just needed to give more time. Finally when I called in early November, the agent said I was disqualified because I did not purchase or activated the phone within 30 days. That’s wrong. She opened a ticket for me. I made a follow up call after two weeks and was told that the ticket was still in ‘assigned’ status. It’s been almost a month since the ticket was opened. I still haven’t heard anything about it. Would you check why it's taking so long? Also can you get this reward show up on Incentive Tracker so that I can check the status?
Accepted Solution
user_2685a9
Visitor
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17 Messages
2 years ago
Yes! I received the $150 prepaid card today. I activated and use it without any problem. Xfinity Support people, thank you for your help.
To summarize what I believe that helped me resolve my issue were
Good luck to those who have the same problem. Hope your cards will arrive soon too.
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user_e4d14a
Visitor
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7 Messages
2 years ago
I feel your pain and hope that you actually get your reward, but they are likely going to never send it or acknowledge that you qualified, which is what happened to me. Xfinity routinely does this bait and switch.
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ILoveXfinity
Visitor
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15 Messages
2 years ago
Yep, mine disappeared from the incentive tracker. Thinking about calling the BBB
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CCJosh1
Official Employee
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192 Messages
2 years ago
Hello @user_2685a9, thank you for reaching out to our Xfinity Community for support via Forums. You have come to the right place to get assistance in any of your Xfinity concerns as well as have the opportunity to help others with theirs! I will be more than happy to assist you with Visa gift card issues and apologize for any inconvenience that this has caused. To better assist, I will need your account information. Can you send me a direct message with your full name and service address, please?
To send a direct message [private message]:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
• - An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
Press Enter to send it
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blueman-2
Contributor
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44 Messages
2 years ago
I have been batting 100 so far on these rewards, but a couple weeks ago a $150 reward (my last out of 7 rewards) for new phone purchase disappeared. Since I have gotten all my rewards so far, I just let it go hoping it would eventually return. Today, it showed back up as 'Qualified', and for the correct amount. So this re-affirms my experience that these rewards do just 'disappear' at times, but seem to always eventually come back eventually. This one was gone for almost 3 weeks before returning from the dead.
But at this point, Xfinity has approve and shipped all 7 of the rewards that I requested. Nice!
(edited)
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user_2685a9
Visitor
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17 Messages
2 years ago
Finally some progress. After DMing XfinityJoshM about 2 weeks ago, Xfinity Support agents DM’ed me pretty much everyday letting me know the status of my ticket or asking if I heard anything. Today, I found my claim on the Incentive Tracker page with status ‘Qualified’. I am expected to receive the pre-paid card within 2-4 weeks and an email when it is shipped. The Xfinity Reward page still shows my claim as ‘Expired’, but I am cautiously optimistic. The Incentive Tracker page shows my ticket is ‘escalated’. I assume calling for help through this forum and DMing with agents have something to do with it.
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ILoveXfinity
Visitor
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15 Messages
2 years ago
I’m hoping to hear something from them soon, A ticket was opened but I see no way how to check ticket status
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