HAVING ISSUES WITH TRADE IN AND PROMOS

On January 19,2024 I activated a new line on my business account.. deal was Get IPhone 15 pro max on us. $600 over 24 months up to $400 for eligible trade ( IPhone 11 Pro Max $250j  and a $200 bill credit.. only requirement was to be on the business ultimate unlimited and porting in line from an eligible Carrier (Verizon). I have of receipt T-Mobile has received the trade in phone, a screenshot of the phone deal on there website numerous calls to a and from customer care still no resolve.. T mobile has been a good carrier resolving issues, is this a common thing?? On top of the $450 issue spending 30-90 minutes on the phone is beyond ridiculous.. let me know if I need to climb up the ladder or continue to wait on an answer for something I should not have too..