Ah shucks, sounds like you came across a real hiccup here. We totally want you to be able to redeem this offer. We made need to take a look at this further and see if there's another way to get this escalated. You should Contact Us and have our Care department pull up your account and investigate what happened.
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Same thing happened to me, issue was resolved with a 10 minute phone call. Sometimes the automated process denies a phone that is eligible. T-Mobile fixed the issue and I received my credit.
Hi, jkb1023jb! Just wanted to stop by and see if you'd had the chance to reach out as Mike recommended! Hopefully we were able to review our documentation and make sure this was corrected for you! Please let us know if you still have any questions. Thanks!