ID Verification is broken

I keep trying to upgrade to Iphone 14 Pro online. After I place the order it tells me I need to upload a picture of my ID which I do thru the link emailed and texted to me. The order was stuck in limbo waiting for my ID to be verified for 48 hours. Store could not help me and told me to call 611 and speak with retention. They couldnt help me either but told me to cancel the order and try again. I did that. Once again its stuck at the verify ID part of the order. Nobody can/will help me.

Aside from the 1000 dollar trade in on my iphone 12, there is a 150 per line bill credit that is only available online. Both the phone sales and store sales people cannot offer me this credit. Both say they cant help me besides have me place the upgrade order thru them, but cannot offer methe 150 per line one time credit. I am lost here.