On 4/08/2021 I upgraded both my daughters and my iPhone XR at Best Buy. They did not have the one I wanted so they ordered it for me and my daughter got her phone that day. We came into no problems with upgrade or credit. 3 days later after I got my phone in the mail I stopped up at T-Mobile and was told by both the T-mobile employee and the Sprint employee he was on the phone with that if I return my unopened phone to Best Buy I could go back to the t-mobile store and trade in my iPhone XR and get $830 credit on my new iPhone 12 Pro. So I returned my phone to Best Buy and went right back to the T-Mobile store and started the process of my upgrade. He got on the phone with sprint again and they told him that I had to send in my phone before I could upgrade and they have already sent out a "grey box" to my house and once I got the box they told me to return to store to get my new phone. This was on 4/12/2021. I never received the box so Wednesday 4/14/2021 I called Sprint customer care and spoke with Kaitlyn for a couple hours. She said that she would be able to help me out and needed to let the computer system reset because It said I still had the unopened/returned phone on my line. She called me the next day and again was on the phone for over 2 hours. She was supposed to call me back Monday 4/19/2021 but never did. So that day I went back to the same T-Mobile store and talked with Abe and told him I never received my "grey box". I was then told that the $830 expired 2 days before that while I was waiting for the box to return the phone, doing exactly what the employee and sprint representative told me to do. Not only that I was also told that there is no more credit on the account and I would have to pay full price ahead of time to upgrade. This did not happen at Best Buy when I upgraded both phones. But now all of a sudden I can't upgrade because there's "no credit available?" I should have kept my phone from Best Buy because I was able to upgrade with no problem and now I cannot upgrade at all. That same day I left the store called customer care and was on hold for an hour and 15 minutes then hung up on and never received a call back. I was extremely upset and irritated at this point. Called back again and talked to Destiny for an hour and she said she would honor the $830 credit she just had to call me back in an hour to let the computer system reset. She called me back and again and I wasted another hour on the phone getting no where. I would have never upgraded my daughters phone if I knew all this would have happen. I need to speak to someone that knows what they are doing and can help me. I've spent over 8 hours dealing with this in the past week In a half alone. I'm extremely upset and to the point of shutting off my service and going else where. I figured I would give T-Mobile/Sprint one more chance before I do so. How could I have no problem upgrading both phones last week to not having credit to do so? I need to talk to to a supervisor or someone that can actually help me and understand what's going on. Please email me back at [protected]@yahoo.com. (4/26/2021) Hello. I called Sprint once again to fix this problem and have been on the phone 4 times today and for over 3 hours. I spoke to a supervisor who understood what was going on and he said he was able to fix the problem so I can upgrade my iphone. He was supposed to call sales and then add me on a "conference call" to make sure that I did not have any problems and he ensured me if paid the $334.74 (total due on 4/28/21) that I would be able to upgrade with no problem. He fixed the issues in computer. I asked him if there was anyway if we got disconnect I would able to contact him directly. He said if we got disconnected he would call me back. We got disconnected, he called me back 25 minutes later and said he was going to stay on line with the sales employee and me to make sure that I upgrade my phone with no problem. He was on the line for a minute then hung up and it was just me and the sales employee. Then I find out I cannot upgrade with out purchasing the phone 100% up front and could not use any promotions. Neil the employee that promised and ensured me if I paid the balance of $334.78 that was not even due yet I would have no problems upgrading my phone. I asked him for the 5th time if I paid it I would not have any problems with upgrading because of credit issues and he said "NO." If I didn't have credit to upgrade both phones how was I able to upgrade both of them I have been with Sprint for over 14 years and would think that I would be treated better than this.