Upgrade Not Processed

In November, I requested the $1 iPhone 12mini upgrade to my son's line; however, it was not processed as an upgrade but was added as an additional line. Not only that, the phone representative shipped the phone instead of scheduling it for pick-up at the store and I was advised that we couldn't cancel the order so it shipped to the store. For three months, I was wrongfully charged for four phone lines after getting that corrected; they've added installment fees to my account. Terrible customer service, I've been transferred to every department because I have a U-Verse account and the fraud department line goes silent.