they keep telling me to order online because the phone isn't in stock but clearly something's happening on their back end
might need to just go into a storefront and ask directly
Discussion
Make sure you have a screenshot of the promo as a backup incase the live webpage doesn't show it.
Tell them that you keep getting messages about upgrades but when you go to do so, no option is available.
As a loyal, and paying customer of your brand, I having been supporting this companies for years but I feel misled when offers aren't applicable to me.
And yes if need be threathen, or be vague about wanting to cancel if nothing else works.
The hassle in upgrading has upset me, and made me even considering wanting to cancel.