Cox Bundle Visa Prepaid Rebate Card

I submitted the prepaid visa rebate form in Sep 2017, and it's been 7 months and I still haven't received it.  I called a couple of times and as usual was given the runaround.

I was told I have fulfilled all the requirements and that my request was escalated.  Is anyone experiencing similar issue and have not received your prepaid card?  Is this a scam?  Does Cox have any intention to fulfill its end of the bargain?

Any thoughts would be appreciated.