Reward cards not received

A few months ago we had an in home expert switch our service over from Sprint/T-Mobile to AT&T. She was very knowledgeable and thorough with the entire process. When she offered the Visa card or bill credit for $250 each line we specifically watched her select the customize button and select the Visa card in lieu of the bill credit. First bill comes and we notice the credit and addressed it with her. She had her manage file multiple tickets to rectify the situation however it was denied every time. This put the problem in my hands. After hours of chatting with online specialists & hours on the phone with loyalty retention whomever and it still hasn’t been resolved. We are going to go back to T-Mobile if this isn’t corrected. It’s simple- we wanted the Visa cards and that’s what your company promised, at no fault of our own or the sales rep.