200 Amazon gift card

I have the same exact problem. Signed up with the same promotion on Black Friday (11/29/24) activated 1Gb internet service the next day (11/30).  I called Comcast 3 weeks later threatening to cancel because I never received anything in writing or mail confirming the $200 Amazon gift card promo.  I said I was willing to cancel service during my first 30 days, take my equipment back to the store, and sign-up again just get confirmation in writing that I'd get the $200 reward.  The phone rep read the rules for the promo and REPEATEDLY assured me based on the dates of ordering service (and signing up online) that I qualified and would automatically receive the reward.  She said if there's any problem, this was a recorded line.  But apparently no one has access to review a COMCAST recorded line.

Six weeks after installing service, on 1/9/25, I chatted with customer service online through the Xfinity App.  The rep REPEATEDLY promised my $200 would be waiting for me in my local Xfinity Store.  The chat rep also promised me a COMPLETELY Free (after taxes & shipping) iPad 10th Gen with no service fees for 2 years.  I thought it was too good to be true, and it was.  The day after it arrived, I saw $65 monthly charges in my Xfinity acct.  I went to my local Xfinity Store to confirm what I was promised and not only was there NO $200 AMAZON card waiting for me, but they told me there was absolutely no promotion whatsoever on the IPad in my account so that I would be responsible for $499 for it + $20 monthly service, locked in for 2 years.  I immediately returned the iPad.  The local Xfinity store said they couldn't help with the promised $200 Amazon reward.  They didn't even believe me that it was ever a promo, but I was able to pull up dozens and dozens of others complaining about the same promotion on Xfinity's own website on my phone.  After 30 minutes of the store trying to help, the gave up and told me to call Xfnity customer service again.  I asked if they could pull up the chat to confirm was I was promised.  They said there is no way to do so, and that Xfnity online chat reps will say anything and promise everything to customers because they "no accountability" and there is no way to follow up on what was promised.  Unlike many other company's online chat customer service Comcast does NOT provide customers the opportunity to request an email copy of the chat conversation. That is a HORRIBLE business model that I am going to do everything I can to expose.

I called Xfinity Customer Service on the way home.  A very sympathetic & understanding phone rep created a "ticket" for me, but she couldn't do more because the "escalation" team had just closed for the night. 
I called the next day to the rewards redemption number. They couldn't find the ticket.  They confirmed there was NO promotion on my account but promised to look into it in 7-10 days.  I have zero faith I will hear anything since I have been repeatedly  DECEIVED by Comcast over the past 7 weeks.  I have had problems redeeming rewards with AT&T in the past but they ALWAYS immediately resolved them. This has been the WORST experience I've ever gone through attempting to redeem a promotion.