Where's my Visa gift card? Incentive not showing up in tracker

I bought two iPhones in October to replace Google Pixels on existing XM lines.  The promo was for a $300 Visa gift card (for each) to be mailed 4-6 weeks after activation. The full price of the phones would be added to my monthly bill over 24 months. To date, I have not received the gift cards and neither shows up in the Xfinity incentive tracker.  I had online chats with 2 different Xfinity employees who confirmed my eligibility.  One said the gift cards would be mailed 90 days after activation.  Two weeks ago I called the incentive status number and a ticket was created and I was told it would take 5-7 business days.  I called today and the bot told me there was no ticket on file on my account!  I am now awaiting yet another callback but expect my frustration to continue.  I need help from one of the Xfinity employees who monitor this forum.  Thanks.