Phone upgrade issue

On May 2 I went to retail store to upgrade 2 phones on the account. Rep didn't see anything available for a one military plan and called RSA support and was given a P739 promotion code which gave a 50% discount over 24 months. He hade the conversation on speaker the whole time so i heard the whole conversation.  I do the deal and we rest my old phones to factory setting wiping them clean (old galaxy phones) and they keep old phones for trade. I notice on my account the notice that the 2 trade in devices are still due. I call customer service they say they have not been received they need proof.  I go to store manager provides proof of shipping and then verifies they are at the warehouse.  Call cust care oh yea we have them but they have security locks on them and have to tell them again no phones were factory reset prior to shipping. cust care says just a min let me check then hangs up or we get disconnected after 10 min.  She calls back and states ok phones are fine and bill will be adjusted next month and i ask what will the amount be and am put on hold the disconnected. I call back after 15 mins and get another rep go through whole issue and sorry sorry sorry I will get this fixed in the end she says yes I'm eligible but I need to go back to retail store and they have to apply P739 code.  Go back to store with original sales guy and he calls RSA and they say it can't be applied!!!!   Store recommends calling care again.  I do and this time am told that I'm not eligible for that promotion code.  Why would I trade in and ship  phones that worked for a promotion I wasn't eligible for.  They send me back to the retail store.. I'm in an endless loop of no customer support HELP!!!