Is this really the way you want to do business?

I am at my wits end from dealing with your company and am completely disgusted with the way your team had dealt with our issue.  I would like to say handled, but there has been no work whatsoever on your part, so I can't.

My husband and I receive an email that we were eligible for upgrades on our phones.  Upon logging in to our account, we had the little upgrade icon next to all of our devices and the banner per the images below at the top.

We proceeded through the process steps to receive our phones and receive a receipt that says "Total Due Monthly" of $138.36 which was roughly $1 more than we were paying which seemed reasonable so we continued.  We received the phones but did not receive the expected "Trade In Shipping Kit" packaging to send back our old phones.  Then we received a bill for $275.45.  When we called, we expected that the issue was that the trade in had not been received since we had not received the "Trade In Shipping Kit," however we were told that there was no trade in and that since we were outside of the 20 day window we couldn't return our phones.

This is a major issue which we in turn spent 7-day back and forth with your teams trying to work it out but no one wanted to help all they did was tell us that we were outside of the 20-day return period.  The worst part, is that we weren't trying to return our phones, we wanted the trade in that is presented to us and to maintain our monthly payment (or close to it).  Clearly that is something that your entire organization can't seem to comprehend and did not care to help us achieve.

When we login to our account the banner at the top that clearly states that trade-ins are available.  And when we follow the process, which we did, that is laid out on the banner, we are taken to the Shop tab (with our account highlighted per below) and then click Apple - iPhone 15, it shows Promotional Offers may be available.  Click that message and now you get a "Technical difficulties. Please try again later message.  If you click the x, the message goes away and it displays the Promotion available - Bus Phone Activation ID240301. (See screen shots below).  And on your own website, this promotion started on May 2 and is still active. Not to mention the numerous other promotions running (see below) and yet we are told there is nothing they can do to help this and that we should be paying the full amounts of these phones.  It's ridiculous! 

They also try to tell me that the banner probably wasn’t up when we made the purchase, but I can see in the website dashboard that it went up on 4/29/24.

In addition, when we originally upgraded our phones, we had to pay the taxes for the phones, which we did.  In the amount of $257.30.  AND YET, on our new bill, we are also still being charged a tax monthly on the phones. Both can't be true.

Lastly, your website is a complete mess.  It never recognizes our phone number when we try to login, the technical difficulties message has been up for several weeks straight AND we regularly get error messages when we try to change from screen to screen.

I have all the documentation to back this up and this will be elevated in the next day if this isn’t resolved!