Expired Xfinity Visa gift card

Hi - I discovered a gift card in the amount of $200 from Xfinity that I got for opening two new phone lines. I completely forgot about it and it's not been used at all.

I called the customer support number for Xfinity's Incentive Center, and first got hung up on, then when I finally got through I was told that it couldn't be re-issued because they couldn't find it? It's easily findable on my side -- in the xfinity incentive tracker it's right there, plus it is illegal in my state for gift cards to expire for 5 years.

I also sent a Direct Message to Xfinity Support, but nobody has responded. I don't understand why this seems to be so difficult.

Can this be re-issued please? Thanks.