Free Phone - Not Free?

A couple of years ago I took advantage of a "Free Phone" upgrade for my mother-in-law. Little did I know they were going to charge me for it. When I asked at a local location, they told me there have not been "free" phones in years (which I know is not true). When they checked my plan, they said I would never get one free due to being in a grandfathered unlimited plan (the equivalent of Magenta). I was told not to bother calling customer support because they "don't help and just tell you to talk to us since we're local". Anyone else in this boat? Anyone know how I can talk with someone not just calling the main number and getting nowhere?

All assistance greatly appreciated!