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TV Upgrade Program

I bought a Frame tv over 2 years ago with Samsung financing and the option to upgrade my TV after 2 years.  Now after 2 years Samsung is not offering me an upgrade credit or allowing me to upgrade my TV.  I have called support several times and have been told that I meet the upgrade requirements but I just have to wait on an email from Samsung before I can upgrade.  Is anyone else experiencing or had difficulties with upgrading their TV?