I'm talking to this girl now who seems much more helpful. She put me on hold which means she's actually trying to look into it as opposed to saying my upgrade eligibility was a glitch lol.
Um I was told today by manager that your upgrades NEVER go away they sit there until you use them I would request to talk to a manager and not get off phone till they note your account is ready for the upgrade you are suppose to have.
Glad you got it worked out