Xfinity Membership Benefits Request

This is in reference to case [Edited: "Personal Information "] that I opened yesterday. 

From my Xfinity membership benefits, I redeemed the free movie The Lord of the rings, The fellowship of the Ring extended edition.  It still has not appeared in my Xfinity stream library.  When I search for that movie title I am taken to a page with a buy button. 

I already own the standard version of this movie. The Lord of the rings The fellowship of the Ring, but this membership benefit was supposed to be for the extended edition, which includes an additional 50 minutes of footage. 

Please see attached.

[Title Edited: "Personal Information "]