Apple won't replace my battery even though it's eligible

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so new iphone 5 battery replacement program in place. got 5 brand new tmobile year ago , have never had replaced on it. i've had terrible issues battery ever since having it, , took phone apple 6 months ago. looked @ phone , said battery fine (even though literally watch percentage go down minute since taking phone out of box), , replace battery if paid it. checked phone's serial new program rolled out, , says :

*this phone eligible battery replacement program

*our records show have replaced phones battery

won't replace battery , claimed records replaced it, when did not. can do? or screwed?
 

apple won't replace battery though it's eligible

why?
mean, reason gave you?
 


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