Expired $300 Xfinity Mobile payoff incentive — need reissue review

We switched our iPhones to Xfinity Mobile on July 3, 2025 under a phone-payoff promotion. The Xfinity representative sent me a link to submit the payoff information, but the link did not work, so the promotion was never properly processed.
We later called Xfinity to complain and were told there was nothing that could be done. Then, without any follow-up explaining that the issue had been resolved, I unexpectedly received a $300 Xfinity promotional prepaid Mastercard.
Because we had already been told nothing could be done, I questioned whether the prepaid-card email was legitimate. I eventually redeemed it, but the entire $300 balance remained unused and the card expired in March 2026.
I have tried calling the Xfinity Incentive Team, but I cannot get through to a live representative. I also tried the Incentive Tracker contact form, but it requires a tracking number I do not have and will not accept my card number, reward code, or Xfinity account number.
Could an Xfinity employee please help open a ticket with the Incentive/Value Fulfillment team to review whether the unused $300 can be reissued