Visa gift card never received

I was promised a Visa gift card to pay off my previous mobile service for switching services to Xfinity. It’s been since March 3rd and several times contacting customer service on this matter and was told it should be resolved within 5 to 7 days days and now it’s been over a week and nothing. If I would’ve known that I had to go through this frustration over this I would’ve never switched services. Now I’m stuck paying for both! I’m at the point where I’m going to contact a lawyer over this for false information and to prove I’m not wrong because I have proof of the conversations.