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Without access to review what's happening directly, my best guess would be a bug within the app install on the mobile device when recording your new greeting. Try uploading it instead through the website as outlined here.
If you're still finding your greeting set to the default, please reach out to our live support so they can help investigate further.
I'm sorry to hear about this. Are you using Android or iPhone? Please send me a PM with your SmartLine number, and we will take a deeper look to see how we can help.
Thanks for reaching out. We'll need more information to investigate your issue further.
1) What kind of device do you have or what is the OS version?
2) What version of the app do you have?
3) Do you get an error message when trying to save/upload the custom greeting? Screenshots would be helpful.