Magenta 1.0 to current Magenta plan switch

When I am in the app or online via web page it shows that if I switch from the Magenta 1.0 plan that I am currently on to the now available Magenta plan that my monthly ratewill go down $20 a month. Every time I try to make the change it says something like, "Oops, try again later or contact T-Mobile". I talked to someone about a month ago who was very helpful but could not replicate this on her end. I have tried to use the chat which crashes anytime I try to upload an attachment of what I am seeing. How can I get this reduced rate applied that T-Mobile's own web page and app is showing as available?