First Responder Verfiication Issue(s)

Anyone else had or having issues getting their first responders discount verified and added to their account??

I am wanting to get the first responders discount added to my account so earlier this week I got on the T-Mobile website and uploaded my volunteer firefighter id like it said too. Well the next day I got a response saying they couldn't verify eligibility using the ID that I uploaded. I called twice to customer service asking about it...the first lady sounded like she didn't know anything about the first responder discount and she kept putting me on hold to talk to her "supervisor". Finally she told me that she would have to submit a ticket and she would be in touch. I decided that afternoon to call back and talk to someone else. This woman told me two different things...the first was that the notes said the ID that I uploaded was possibly fraudulent and that i would need to resubmit it and then later in the same call she said the pixilation of the uploaded pic was the problem. I asked her which one was the issue and she couldn't tell me. I think she was just making stuff up. I got the fire department to make me a new badge that I just uploaded so I will wait now to see what they say this time. 

I don’t understand why T-Mobile is having a issue with the ID since I uploaded it on several other websites and get verified with no issues (Id.me and GovX to name a few)