Referral gift card issue?

I referred my MIL to simplisafe and ordered her equipment for her using the link 1/1, then installed it for her and set up service 1/7. Now I am going round and round trying to find out where $100 visa card is and when I am supposed to get it. I am supposed to get it 30 days after the order was placed. I reached out to simplisafe support 2/10 and was told "I guarantee you will get the email with a link to the e-gift card on Monday 2/13. I did not get anything. Now I am being sent to a third party (help@tremendous.com) to track this down and the person at simplisafe I spoke with today had no other way to assist me.

I feel like this is now on me to chase down something that was supposed to arrive on its own in 30 days. Who can help me look into this to get it straightened out? Makes me want to never refer anyone else again if simplisafe is not holding up its end of the deal.