I went to upgrade my phone on May 9th, and it told me I needed to pay them off. I chatted with a Rep named Jay, who advised me I was getting that error because I had a insurance replacement phones and they werent eligible for upgrade. He then told me he would wave both payoffs and we could keep them since they did not accept them. They processed it for one line, but not my other line. So in about 2 weeks I recived a text message telling me to return the phone or get charged. I chatted with another agent Kenneth and provided him with Jays chat ID and he then told me he found the chat and notes and to chat back when the bill came out and it would be credited no worries. I said OK, and got his chat ID as well. Here we are at July 11th and I chatted that night because I got a email the bill was out, and It had the charge on it of 205.49, When i chatted I chatted with Jamie, she stated she could not find the chats. I sent her the IDs and she still could not find them, she transffered me over to Elaine her manager who was very rude to me and couldnt comprehend what i was saying, She kept telling me to call the insurance number for the policy, when I asked why would they have your policy on the Upgrade options she just asked is there anything else i can help you with and would not help at all. Now I have been trying to chat since the 11th with someone so it can be fixed and the chat box never appears anymore, pretty sure that she disabled it for me or something.
Here are the IDs for the chats as well.