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reward fulfillment terms

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reward fulfillment terms

What are the fulfillment terms for the $500 reward?  I became an Xfinity Mobile customer in November and was eligible for the $500 reward.  When I check on the status of this, it says it the fulfillment terms haven't been met yet.  What exactly are the terms?  I have tried calling and talking to a person, but I just wait on hold forever.  Any info would be appreciated.