We definitely want to make sure that you can take advantage of all qualified promotions, REBKNE14. We're happy to look into this for you and I know this is confusing right now. I'm sorry to hear that you haven't been able to get help with this and we would never want you to feel like you need to escalate this matter. Did you start a new line of service? What was the date of the sale? What was the make/model of the phone?