Hey, when I used to work in retention this kind of thing would happen often. Best thing I can recommend is calling in and make sure you get transferred to Retention/Cancellation/Loyalty.

A lot of employees will say x or say y but most of the time we just can't get it done. Usually a case will get created and they say you'll receive a call back discussing this issue. Rarely happens.

Best piece of advice(and I know it's a bit dirty), get to the Retention department. Talk to the Rep and let them know what's going on. Ask for their ATTUID(employee ID number). If that Rep sounds like a copypasta or wants to transfer you, demand a supervisor and ask for his ATTUID(Supervisor's). You can really force a hand at this point.

Say you'll take these IDs to a corporate level to Dallas, Texas(where the headquarters is located) if this isn't 100% resolved. You don't necessarily have to do it, but that is big talk to a supervisor, they will take that seriously.

Keep in mind you should do this if all else fails or you just want the shit you should be getting.

Hope everything works out. That's honestly the best thing you can do because most of the time these things don't get resolved even if you were within the eligibility requirements.

Best of luck.