$200 prepaid gift card

I switched over from my previous service provider to Xfinity because of the promotional offer saying I will receive a $200 prepaid gift card, but I still have not been able to claim it even though I called. When I call, they say go in and when I go in they say call. It's a hassle and no one can help me. It's frustrating and time consuming. Why offer something if you are going to waste people's time?