Where exactly did you saw a subscriber receives a free hard case?
For promos, there are different promos that globe provides to different channels. If you have availed via hotline, it depends if they had a promo regarding the free hard case, or not.
So if it was not mentioned during your conversation or during your call via the hotline, it may not be available upon the time of your call.
Any globe promo is subject to change without prior notice.
I hope this helps and best regards!