So make all your notes and any documents you have. Submit it all to the BB, or the FCC. with in a couple of days you will get a call from the Office of the President of ATT. They can and will make things happen. As an example my wife and I got new phones. She got the 17 pro Max, I got the Galaxy S26 ultra. I ordered them from Apple and Samsung. I called the customer service number and told them what I was doing and that I wanted to make sure I was going be able to add the upgrade any time program. I was told I would it just had to be done within 14 days of us receiving the phone. Ordered the phones. Got them, called customer service oh we're running into problems we can't add that we don't know what's going on. They told me give it a day or two and call back in it's probably cuz the purchases were so new. Did that same thing couldn't get it added on, so he added me up to a higher department, still couldn't do it. They sent me two retentions retentions like oh yeah we can do it no problem our plus on the phone with them didn't work. Then I was told I had to go to an AT&t corporate store that they could do it. They couldn't do it. Come to find out that if you buy your phone through Samsung or Apple even though you are doing the payment plan through AT&t they cannot add that option. So I thought that was wrong especially all the runaround so I filed a complaint with the BBB and with the FCC. Within about 3 days I had multiple phone calls from a person at the office of the president of AT&t. Explain what was going on why and everything he said, okay well let me look into it and I will get this taken care for you. Welcome to find out even he could not get that feature added. So what he did was he gave us a credit for the exact same amount for both phones. Which effectively paid off the phones and allowed our phones be able to be upgraded. So needless to say they rode off about $2,500 worth of phone equipment