Thank you for the letter. It does provide the context that I needed to know exactly what you are looking for. That letter is for our limited time Network Retirement offers. It can be super frustrating to have to redo steps, so I want to do my best to reduce some effort on your part. You will need to go back to the store (You can go to a different location if you want). Have them review the Network Retirement: Totally Free Phone Program. They have internal resources that they can review that shows them what to look for on your account and how to process the phone swap so there is not guesswork at all.
I hope this helps!
