Elite/early upgrade issues

Hi! I’m hoping someone can help with what appears to be a technical issue preventing me from using my Premium Unlimited Elite/Upgrade Anytime benefit.

I have completed the required 60-day waiting period and am now on day 62. My account shows “Eligible for a device upgrade,” but when I try to upgrade, I’m either told I must pay my remaining device balance in full or, intermittently, that I have “no active lines.”

I’ve also noticed that my Razr is still listed as “Device shipped” under Devices, while the other phones on my account show “Active.” The phone itself has been activated and in normal use for nearly two months, and its paired smartwatch is active and working normally.

I’m already working with Xfinity Mobile Executive Resolutions, and they have submitted the issue to the developer team, but I’m hoping someone here may recognize this issue or be able to help get the device/line status corrected so the Upgrade Anytime transaction can process.

I’m happy to provide screenshots or account information privately as needed. Thank you!