Xfinity rewards card - never received

I received an email that i wAs eligible for the card and the card has been sent out in February. Since then i never received my card . Everytime i call them , they say the card has been shipped , i wait for 15 business days and give a call because I didn’t receive my card . This is been going on since months and months and it exactly an year now sonce i bought my phones . I have ordered my another phone so i have received credit of another 250$ . But my problem is i didn’t receive the first card itself . Its 500$ gift card And i am really frustrated, they don’t even let me talk to supervisor, every time they say the card has been shipped pls wait for 7 - 10 business days . I wait for 15 business days but i don’t receive it I want to pay off my phones , so that’s the reason why i joined xfinity , but this is really getting annoying Feb - November . Seriously? Who on earth would wait this long for just a mail ?