I see that soy is listed in the ingredients. So they are not soy free.

Milk protein (milk protein concentrate, whey protein concentrate, hydrolyzed casein), soluble corn fiber, hydrolyzed collagen, erythritol, cocoa butter, polydextrose, milk, vegetable glycerol, egg whites, chocolate liquor, xylitol, chicory root fiber, unsalted butter from sweet cream, skim milk, cocoa powder processed with alkali, sorbitol, salt, sunflower lecithin, natural flavors, steviol glycosides. Contains: Egg, Milk. May contain: traces of soy, sesame, tree nuts and peanuts. In the future, just take a screenshot (if you're using an Android) and tap the search box on Google Lens and go the maker's website.

How come the advertising says 3g carbs but the nutrition facts says 19g?

This is how they get 3 net carbs. There are 19 carbs, you subtract the fiber which is 7 grams and you always subtract sugar alcohols which is 9 grams. So 9 and 7 are 16 , subtract 16 from the 19 carbs and you have 3 net carbs. I hope this helps.

“Contains: egg, milk, peanuts, soy, coconut, and may contain traces of sesame and other tree nuts”. ~ from the label although soy is not listed with regular ingredients.