Why won't verizon  stores honor upgrade transfers?

I ordered an iphone 5S using a transfer upgrade from one of the lines on my account online. I chose to pick the phone up at a local Verizon store. I received confirmation texts and emails. Arrived at the store for the usual wait and run around...30 mins. The salesperson pulls up our account and tells us they won't honor transfer upgrades. Cindy said I had to just go back and change the delivery instructions. NOTE: We did one two weeks earlier at the same store having initiated the order online. My son picked his up with NO problems. I drive back home get back online only to see the image of the phone grayed out with the message "waiting to activate.." Digging further the order is not even in my history. I then initiated CHAT with Tierra with more time wasted and no results. I gave her the online order # and she couldn't figure out why it was no longer there. Thanks, Cindy! Tierra said I now needed to call customer service. First guy was no help. He forwarded me to Shelby (removed) who finally got somewhere. She reordered my phone, tried to talk to someone at the Verizon store and stuck with me until she could help me. If I had a better choice for coverage in the area where I live I would switch in a heartbeat.
Where is it stated that physical stores won't honor transfer upgrades? Verizon stores really are a horrible experience. I will continue to write reviews and spread the word. I know that Verizon won't really ever help me.
Rep ID removed as required by the Verizon Wireless Terms of Service.

Ann if it's not available to everyone why is the new $20 price CLEARLY listed in their FAQ? It seems Verizon needs to train it's employees better.
DEVICES
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(per device)
Smartphones
$40
Save up to $25 off Monthly Line
Access for smartphones with Verizon Edge
Basic Phones
$20
Verizon Jetpack
USB Modems
Wireless Home Phone
LTE Internet (Installed)
4G LTE Broadband Router
$20
Tablets
$10
Connected Devices
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