Missing $200 Visa Incentive – Contracted Feb 9, Tickets Auto‑Closing

I need help with a missing $200 Visa prepaid incentive that is written in my contract from February 9, 2026. The promotion was part of my activation agreement, but it is not showing in the Incentive Tracker system.

On March 23, a ticket was opened and I was told I would receive a callback within 24 hours. No one contacted me. When I called back on March 25, customer service told me the ticket had already been closed and that they could not see any incentive attached to my account. They opened another ticket and again told me I would receive a callback within 24 hours, but I never received one.

Today, April 22, I called the Incentive Team again. They said they did not see any open ticket and created a new one. When they gave me the ticket number, it matched the original ticket I received back in March. I immediately called customer service afterward, and they told me again that the only ticket showing on my account was closed. They advised me to call the Incentive Team, which puts me back into the same loop.

I am stuck in an endless cycle where the Incentive Team opens tickets that auto-close, and customer service cannot see the promotion even though it is in my contract. I need a corporate specialist to review my account, verify the promotion from my February 9 contract, and manually attach the incentive in the Incentive Tracker so the prepaid card can be issued.

Thank you for your help.