Posted from Samsung GT-P1010
I too had a similar issue. I was supposed to be eligible for upgrade in September ( I have upgraded every year in September since I became an ATT customer) and all of a sudden my upgrade changed from September of 2012 to September of 2013. I dropped my insurance on my phone last month because I was thinking about the fact that it was June and I only had 3 more months until upgrade. I went into a local store and explained the situation to the representative, and he wasn't much help and I asked the representative in there if i was just out of luck and he looked at me and said yes. I called the customer service line, and spoke with a representative who was probably the rudest person I have ever spoken with in my entire life. She pulled up my account info and claimed that she could only see my last upgrade in September of 2011, but that she could not access any of my other upgrades (convenient huh), she told me that there was no way that I had an upgrade every year, but she was not willing to try and really find the information showing that I have had an upgrade every year. She literally told me multiple times that I needed to stop interrupting her and let her speak, when she would ask me a question in the first place. She then preceeded to let me know that she can't wave a magic wand and just give me whatever I want. All I wanted was to either have my original upgrade date back, or my be able to put my insurance back on my phone. She was incredibly rude. After 6 years of wireless service with AT&T I am looking forward to moving to Verizon this weekend. I am literally going to pay the early termination fee because I would rather spend the money to terminate early than to give them another dime for cell phone service. The only customer service rep that I spoke with that actually showed some decent customer service skills was the man I spoke with about the early termination fee, he was the only one who actually appologized on behalf of ATT. Verizon here I come, and looking forward to it 
