Attempted an upgrade through Best Buy
Long story, but I attempted to upgrade one of the lines on my account (iphone XR) on Best Buy's website because they were offering a better deal than AT&T on a Samsung S22 Ultra. Added the phone to my cart, paid, waited for a text saying it was ready for pickup. That text never came. Received an email from Best Buy stating they were having trouble activating the phone, and I should just cancel the order and upgrade in store. I cancelled the order. I went to the store and they are telling me my line isn't eligible for an upgrade because AT&T thinks I already upgraded to the S22, even though the order was cancelled. I've been on the phone with 3 different people for almost 2 hours, and no one can reverse the upgrade that never happened. When I look at my account on the myATT app, it does show that they reverted that line back to the iphone XR, but now it says I owe 36 payments (949.99, the price of the Samsung) on a phone that has been payed off forever. Any ideas?