visa gift card $500 - how to get it

I called Comcast Business today looking for the promised Visa cash card for $500. It has been 4 months since my business service started and the wait period has been fulfilled.  I was told that my sales rep never submitted the service order agreement that is required to to generate the card.  I have called my sales rep Joshua Duran to request that he provide the necessary document.  I have not heard from him.  If I never hear back from Joshua, what do I do??  I have my copy of the service order with all the qualifying information.  Where can I get it processed, if my sales rep never gets back to me or no longer works for the company???  This sales rep made a big deal out of the $500 incentive.  I hate to think that Comcast will jerk a long time customer around.......or worse, offer an incentive and make it impossible for the customer to receive it.