Two new iPhones 1 promotional gb for 24 mos finally added. I have to jump hoops next year for the second gb (also 24 mos) owed to me.

Question

Here's the update.
SO they finally added the extra gb for 24 mos on only one of two new iPhones that I bought in September. Count the months, it's been three months.  
WHy is my issue only half resolved and they said it's going to stay that way?
BEcause they said that, yes they have documentation from the rep that activated the first phone that it was her fault.  She did it in the incorrect order for the promo to work.  She was supposed to make sure that the right plan was on the acct before activating the phone. She tried to correct it that same day but she didn't have a way to do it so she advised me to wait for the delivery of my husbands phone (the second phone) and once I receive it, at that time I should try to correct her mistake. 
I Knew it was fishy and right away I consulted with a manager at the local store where I had first heard of the promotion. He tried to help me for two months and came back empty handed because as he put it he has even less access compared to the reps in customer service. Eventually I gave him a break and also because promised calls from supervisors were not kept. So I called customer service myself and after one knowlegeable rep and one sympathetic supervisor the end result is a problem half resolved..  A second supervisor after that is the one that explained to me that they have no way of fixing the reps mistake and he suggested that I accept 1gb for a year instead of 2 years and that then I should call back once that expires and ask for it to be added back for a second year.
I Said No.  I will not go through this again, it's not fair to me.  I said to him its been three months now since I started trying to get this resolved I'm not going to repeat that stress again next year.   As it is it never fails every two Years when I add on a new promotional phone, there's always some mess that I have to spend months clearing up.
SO dissapointed.  I told him I was going to  give him a bit more time to make things right but I'm beginning to believe it's so hard for them that they prefer not to bother and instead try to fix it best they can within their department.  Unfortunately it adds to my inconvenience.  So I think im going to have to put a complaint with the public utility commission and the better business bureau.

Answer 1

Here's the update.
SO they finally added the extra gb for 24 mos on only one of two new iPhones that I bought in September. Count the months, it's been three months.  
WHy is my issue only half resolved and they said it's going to stay that way?
BEcause they said that, yes they have documentation from the rep that activated the first phone that it was her fault.  She did it in the incorrect order for the promo to work.  She was supposed to make sure that the right plan was on the acct before activating the phone. She tried to correct it that same day but she didn't have a way to do it so she advised me to wait for the delivery of my husbands phone (the second phone) and once I receive it, at that time I should try to correct her mistake. 
I Knew it was fishy and right away I consulted with a manager at the local store where I had first heard of the promotion. He tried to help me for two months and came back empty handed because as he put it he has even less access compared to the reps in customer service. Eventually I gave him a break and also because promised calls from supervisors were not kept. So I called customer service myself and after one knowlegeable rep and one sympathetic supervisor the end result is a problem half resolved..  A second supervisor after that is the one that explained to me that they have no way of fixing the reps mistake and he suggested that I accept 1gb for a year instead of 2 years and that then I should call back once that expires and ask for it to be added back for a second year.
I Said No.  I will not go through this again, it's not fair to me.  I said to him its been three months now since I started trying to get this resolved I'm not going to repeat that stress again next year.   As it is it never fails every two Years when I add on a new promotional phone, there's always some mess that I have to spend months clearing up.
SO dissapointed.  I told him I was going to  give him a bit more time to make things right but I'm beginning to believe it's so hard for them that they prefer not to bother and instead try to fix it best they can within their department.  Unfortunately it adds to my inconvenience.  So I think im going to have to put a complaint with the public utility commission and the better business bureau.