This is definitely a problem through your carrier. Once updates are ready by Samsung they send them out to carriers. At that point its up to the carriers to decide on weather or not they are ready to send out the update. Try restarting your device and see if the update comes up in your settings. If not i suggest calling your carrier for assistance once again and if they can't help then ask for a warranty replacement.
If you've found my post to be helpful, please like the post. If my response resolved your issue, please press the "✓ Accept as Solution" button.