screen replacement promo glitches

Hi

On the 6th May 2019 i sent through my application after seeing a promo that i can get my cracked screen replaced if im an existing huawei user,i found myself making calls to your service desk with the number ********** to find out if my application was received and approved but im always being told stories or promised endless callbacks that i never receive.The last conversation was that my request was declined but i'm still awaiting reasons as to why?