Why is it so difficult to redeem the Keep and Switch Promo?

I have spent over three hours and multiple phone calls. So far reps have resubmitted my keep and switch claim 3 times. Each time they have assured successful payment. The third submission currently shows as denied as well.  Three months have past since initial submission … still waiting. 
 

I am beyond frustrated. 
 

Verizon was difficult to deal with, and expensive, but at least I did not feel like I fell for a bait and switch … or bait and ghost as the case seems so far.