Scam from Xfinity [Edited]

Hello all. I was guaranteed a $200 gift card from xfinity. (Yes I have waited the alloted time after signing up and paid all bills on time etc.) Xfinity refuses to send me this gift card. It was a large reason why I choose the service I did and without this perk likley would have gone with another provider. Xfinity agents have led me on a wild goosechase. They claim it was sent to my email but clearly I never recieved anything or I would not be posting this as a last resort. I have spoken with numerous agents and chat bots over the last month trying to resolve this. They make it seem like such a complicated issues having me talk to so many people and promising it will be resolved in x amount of hours each time (it never is) when the issue is so simple. Send me the gift card that was already promised as part of my sign up. Easy. If anyone else has had this issue and found a resolution please reach out. 

At first I thought it was harmless miscommunication or bad customer service but at this point it feels nefarious, like xfinity promises these benefits then make up work arounds so they can save money. [Edited: "Solicitation"]