iPhone 11 (september 2019) BOGO, anyone else not getting their credits?

Hi! I did the BOGO with my upgrade on my existing line and added my friends line from verizon over to my plan, making her device the "free" one. I used to work for AT&T and am very familiar with the fact that it takes 2-3 billing cycles for the credits to hit your account and you will also receive a lump sum of the credits from the months prior. I received my big back dated credits, but still have not received any of the "sitting" or "rolling" automatic credits on my account. I was told by one rep that the credit would hit my account at some point during my bill cycle and not to worry, then my auto pay came out and I had zero credits. I called AT&T and they put in a "high priority" ticket to get my issue resolved, I still don't see credits for this upcoming bill.

I have NOT missed any payments, paid late, paid my device off, etc. There is no reason why I should not have the credits already. I thought I heard a rep mumble something about "it's not approved" or "wasn't approved", which is false because I passed all the credit checks to add the new line ported over from Verizon.

Is anyone having this issue too or had this issue??