I have a case # ECM0026022642. It's been 5 days. When will someone contact me regarding charges for early upgrades on 1 phone?

I was eligible for early upgrades on the 2 A16's on my plan.  I went into store #54032 in Hendersonville, TN on 9/25/26 and  they took the A16 in trade and upgraded me to an A37 for $0.00 .  Order #3729654297966426896.  They kept my old phone at that time.  2 newer associates tried to help me, said they could not "do a trade in at the store because they could not print out a shipping label for the return of my old phone after I did the data transfer". They were told NOT TO DO IN-STORE TRADE-INS.  They finally got an Asst. Mgr because the store mgr. was at a different store "helping them because their staff had walked out".  She was able to make the upgrade for free, did the data transfer and kept my old phone.

So on 10/9/26, we went back to the same store to do the same upgrade on my husband's A16 for the A37.  Another new employee said again, "We aren't allowed to do the trade-in at the store and can't print out shipping labels for you to return your old phone after the data transfer."  I told him that I was told that 2 weeks earlier, but finally the Asst. Mgr. did process the early upgrade at zero cost to me.  Another associate took over for Mark, said "he knew how to do it, but wasn't allowed to do it". Same story on how the Manager wasn't at the store - was at a neighboring store running that one because they didn't have any staff.  I got upset now, told the guy I didn't want any more excuses -I just wanted the same early upgrade I had gotten on the 1st phone.  He called "Luke" to find out how to do the paperwork, and finally started processing the order, said we needed to pay $133.19 "for the taxes".  I told him that seemed high, but didn't have the paperwork for the first upgrade with me to prove it.  He said that was the "normal price".  Then it was "sign here on his tablet".  We paid it, and he started doing the data transfer, when another sales associate walked over with her phone, gave it to him and said "he wants to talk to you".  

Apparently he got yelled at for helping us so long, and was told to not finish the data transfer, but to send us out with the phone. We could hear him try to explain the issue, then he said "What? OK, whatever...".  He told us he had been told to "clock out and go home, they were bringing in a new hire to replace him"!!! So he clocked out on his phone, but then said he would continue to do the data transfer on his personal time to help us out - the first time he did it, only 10% of the data went through when he unplugged the transfer cord.  I looked at the new phone, and none of the apps or data had completely transferred - he stopped it too soon.  So he started again, and we waited about 15 minutes for the data transfer to finish.  He explained to us that the store had been getting "terrible reviews" for their customer service, so he was trying to help us since no one else there knew how.  But he got in trouble for helping us, because they had about 7-8 other people now waiting for assistance.  The data transfer finally completed correctly, the "new hire to replace him" was already there in a t-shirt sitting at his desk, and the man helping us was told to leave the store.  

The next day, I printed out the 2 receipts for purchase of both phones to compare.  The 2nd order on 10/9/26, #3726464299173207951, showed a subtotal of $82.49 for the phone + $50.70 state & local taxes, for an order total $133.19.  But on the 9/26/26 , the phone, subtotal, shipping, taxes, and total WERE ALL ZERO. I called on 10/11/26 and was transferred 3 times after explaining the situation each time. The first rep said he was escalating the call, 2nd rep said he couldn't make the adjustment but would transfer me to someone who could.  That gentleman took down all the information, said he was completely documenting the situation, and gave me the Case # ECM0026022642 and someone would reach out to me.  

No one has contacted me yet, and I want an update and assurance that the charges for the 2nd phone will be credited back to me.  Both phones were eligible for early upgrades, which we did - one was processed correctly, one was not.