$100 Pre paid Visa

Hi, i signed up at the local store & the install  was completed sometime in Aug -the service included the aforementioned promotion. I am a customer with good standing.  
I called customer service last wk to inquire about the Prepaid Visa that I’m supposed to get in the mail after 90 days.  I was told to check the Xfinityincentivetracker.com -No record found when I entered my info.  I then called the 1-800-526-3268 I selected call back - No one called.  The next day I called the same number - I opted to wait after 30 mins of listening to the music the call was cut off.  I emailed 8 days later no response.  I called customer service again  asked to be directed to the correct Dept that handles promotions & rewards - I was connected to the billing!  I politely asked again when another lady took my call if it is indeed the correct dept 15 mins later she bombarded me with unrelated questions selling me mobile service etc …the Prepaid Visa question was not addressed, I called her out she just retorted that my account doesn’t have a promo - wasted 25 mins!