Who I have the same questioned this topic

I made an order through an chat, using the upgrade promotion to receive $579 credit after I trade in my phone. But when I receive my new phone today, I don't see the kits and I don't see any record on the receipt. I doubt if the rep that helped me to make the order made the mistake about the trade in. I called an waited 30min without any one pick up the phone. Any one has the similar situation? What to do to make sure the upgrade promotion is applied and get the kit?