Missing Rewards Card

I upgraded to AT&T Fiber in April of this year and was promised a $250 rewards card by the sales rep over the phone. I kept checking my email and mail and never received any communication regarding the reward or its status. For months I keep getting the run-around from both the Loyalty and the Rewards Center teams who claim that they cannot locate the reward, have no information, and that nothing can be done. This is very frustrating and poor customer service! Has anyone else had this issue?