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Rewards "lost in system" since August

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Rewards "lost in system" since August

Purchased Samsung end of March 2018. Rewards card shows "pending". Rewardscenter claims it is Xfinity Mobile's fault, while Xfinity Mobile claims it is Rewardscenter fault. Help!

 

Neither group will expedite and solve problem, it's bouncing back and forth. Our family would like our reward to celebrate Christmas this year. Please help. Thanks.