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Xfinity Reward visa cards problem - have not received and no record of my reward status

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Xfinity Reward visa cards problem - have not received and no record of my reward status

I signed up for Xfinity Mobile 10/7/19 with two lines ported in from AT&T and bought two new iPhone Xr's.  The deal at the time was a $250 Visa reward card for each new line.  For a long time, my reward status showed up as pending fulfillment.  Now that the appropriate amount of time has passed, there is no record of my reward status!   I called 800-526-3268 on 2/3/20 and was assured I would get a response within 3-5 days and that my ticket would be "escalated."  I am now on hold again as I have not received a response.  This is very frustrating!  Can anyone assist?