Never received prepaid card

I signed up for Xfinity in March, I was told I could change my service within 30 days and qualify for the incentives. I upgraded from a plan that offered a $100 prepaid card to one that offered a $200 prepaid card. The incentive tracker shows I was disqualified for the $200 card and that the $100 card should have been sent in June. I never received anything, it also does not say an email was ever sent. I have tried calling and the person I spoke with was very kind and tried but was unable to help. I also spoke with the rep I signed up for service with and they called another representative who said they would escalate the issue and I never heard back. I’m unsure how to receive the incentive I was promised. 

I also noticed my Disney plus premium subscription is increasing from $7 to $9 on my next bill, which I did not receive notification for. Thank you in advance for help.