Prepaid card

I am supposed to receive a prepaid card for my tier, being a veteran. I had an estimated qualification date of Aug 6. Why even put an estimated qualification date if I am not going to be updated after that as to the status. Xfinity assistant is useless in helping me with this because its not one of the common issues for me to click on and you cant just type representative and talk to a live person. It was a hassle to even get my rewards tier upgraded because I had to call AFTER I sent in a picture of my ID. Can anyone please give me some information? I emailed Xfinity about this but, of course, no response. I see the customer service hasnt improved much since I had them years ago.