actualizar

I've been trying to upgrade my phone that has a balance on the device.  Iv'e checked online and I have done the chat option and no one can tell me how to pay off my device before I upgrade. When I checkd my balance online and within the chat it included my monthly share plus my monthly trade-in credits. I'm not paying for the credits but I woiuld like to pay my balance off.  This is how companies lose their customers by not helping them out. Frustrated enough to look for another provider.