Trade in bill credits CANCELLED?

Much appreciated! I understand this is just a generic help forum for users only and I suppose I am venting a bit here. I've seen quite a few other posts with odd practices and I guess I am adding to that list. Moral of the story here is to document document document. I still cant fathom why the reps checked for eligibility and agreed that I am eligible for the promotion. Also note that the EIP was fully paid off early.