If they specifically stated that the settlement time frame did not apply to you although it applies to all other shareholders, then the person that stated that could in fact be responsible for providing you with the dividend shares.
If they used terms such as (You must own the shares by "date") then you still might have a case of the confusion affecting your buying decision and you might be able to force the entity to get the dividend shares for you.
I got my shares for the amount of shares that had settled by the correct date but not for shares I purchased in advance of the EX date that had not yet settled, but I expected that since it was correct as per settlement rules.
Market Data 
Markets 
AI
