I know there are some posts dealing with M+ Visa EQM's but, here goes...

I bought the gold visa around March/April. I cannot locate my benefit guide at the moment but, I thought I would get 5,000 EQM's after the first purchase and then dollar for dollar, up to 5,000 EQM's. I never saw any of these.
Today I called card member services and they directed me to UA. I called UA and they directed me back to Visa, stating the miles come directly from visa.
I talked to a lady at card memberservices and she had no clue what EQM's were or what I was talking about. I explained everything to here and she said she'd pass a message to marketing and they'd get back to me in 7-10 business days.
Is the EQM a recent offer, or should I have gotten it when I got my visa gold? Is there another way I could take care of this, since it'll help me with status.