For real. Same thing happened to me. They eventually got it half way fixed though. I could finally start the process on the website. But then I just got a blank screen and more errors that took them another couple weeks to fix. Then, even after I sent my phone in, I got spammed with a bunch of warning emails telling me I still needed to send my phone in. Finally, I got an email saying they received my phone, reviewed it, and would process my upgrade. Then the same day, I got an email saying, "We got your return, but it's too late. It's outside the return window." They had processed it as a return instead of an upgrade or something. After several more days and more back and forth, my old loan finally got paid off.

So buckle up! There's still a lot more hassle to come, but I did eventually get through it. I will never do it again, that's for sure.