Why are the representatives not trained in providing good customer service and promotion knowledge?

I just switched my services from Time Warner to U-verse. I was told in store and over the phone that there would be no fees for switching. I get my first bill and there is a $35 activation fee for services. I call the customer service department and she assures that the credit will show on my next bill. I check my next bill and there is not a credit for the activation fee. I talk to two different chat support agents and spend 1.5 hours trying to resolve this issue. Now I am beyond frustrated, because the problem still isn't resolved. I was told by the chat agent that it wasn't an active promotion, because it only ran in December, but why would both the store rep and the customer service rep from 611 lie? This is ridiculous. I should have just kept my business with Time Warner.