I'm having the same issue. Activated mobile service end of July 2019 and qualified for a $400 visa gift card. The website said gift card was sent 10-15-19, never received it. I called Nov 22, 2019, they said they showed that the card was shipped but inactive. They reissued another card, wait 7 to 10 business days they said. Still haven't received it. I called. The reward center was closed, so i called xfinity to try to get some answers after an hour on the phone. They opened a ticket and my excepted call back for that ticket is december 12?!? Are they joking? Starting to think this is a scam just to get new customers to sign up. I'm not a satisfied customer.
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