Visited an AT&T store lately for upgrades? Did the sales rep mention the service? Did the rep have your CC an email info? If so take it up with them. As @lydian said you need to contact support using the chat. No one here in this public forum can help you.
Award for Community Excellence 2019 Achiever* *The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.