$800 trade in promotion

Apparently the $800 is only for selected lines only, and how do they select these lines? Who the heck knows! Cause the customer service guy just said “ we’re not sure exactly...” so two lines on our account got the promotion, and when I tried with my line, they said I wasn’t selected. No idea why! I’ve been with Verizon for many many years, I’m in the same account with the same plans as the lines that got the promotion, my phone is just as new or just as old as the other lines’ phones. I guess I’m just not special enough for the promotion?So please give me a better explanation than idk.. And also please start informing or training customer service agents! Cause they don’t seem to know anything.