Mine said the same thing because she was looking at the current (or past, whatever you want to call it) bill. I then mentioned that it would be incurred on the next bill, so the CSR was able to find it in a queue of some sort and said that the fee will still apply but the credit will go right alongside it. So it's worth a shot to mention that it may be pending or in the future queue since it won't be on your current bill.