After reading this thread, I called my Fidelity rep and was told to qualify for the free turbotax download, you have to have over 1 million in non retirement accounts. The majority of my money is in my IRA so I don't make it.
I don't think that is actually Fidelity policy. If it were, I certainly would not have qualified. Bottom line is that your PCG rep has a lot of discretion in where he or she strokes the customer. Hence the encounter I had a few years ago. I knew about others getting the free TurboTax and I asked my rep about it. His response was "Oh, I didn't know you used that. I'll put you on the list." Since that time, I've been given the offer.
So I would say your denial was from your PCG rep, not Fidelity. I doubt if Fidelity actually has a policy apart from the standard $20 discount they give everyone. The free software can only be obtained when your rep "puts you on the list." Short of asking for a different rep I'm not sure if there is anything you can do about it, though. Just out of curiosity, had you already established a friendly relationship with him or her?
Or I may have it completely wrong, but it's a strong impression. There is also the possibility that your rep was correctly citing the official policy and other reps (like mine) are simply overriding the company line. Who knows?