"The IMEI number is not recognized. Please try again"

Phone is paid off and originally purchased through TMobile. Originally went into store to upgrade and was told there was an error with the system but I would be able to go home and complete the process there and pick up the phone next day. Go home and am not able to complete the upgrade. Call support and after an hour of back and forth get told to wait 24 hours for changes to my account to be reflected. 24 hours later there is no difference in the account, call support again and once again after going back and forth am told to wait another 24 hours. Once again the 24 hours passed and it is still returning 'The IMEI number is not recognized. Please try again'. so I call support again who assures me within 24 hours the problem would be solved and I had to request a follow up call. It is yet again over 24 hours later and I am still not able to upgrade my phone.

When I use the TMobile IMEI check online it returns no errors and prompts me to get a physical sim or continue with eSim. The installment plan says "Completed", there are no active equipment payment plans and the phone is missing from the completed tab. When I select check device status, it tells me "It must be paid in full". If I click 'Pay off this device - opens in a new tab', it brings me to the 'Equipment Installment Plans & Leases' page where again it shows no active payment plans and no completed plan for the phone.

Again the phone is fully paid off, was done in store where I received no receipt. Support at one point also input my email incorrectly which forced me into another 24 hours of waiting. The local store has not been helpful, phone support when understandable has done nothing to fix the problem, how am I even supposed to take my phone elsewhere when TMobile is saying the phone is paid off but is still requesting the phone be paid off. This is beyond infuriating.