Worst mobile service experience of my life — number swap broken, refund botched, charged $900 instead of credited

TL;DR: ~50 hours with 20+ agents. Number swap took 5 attempts. App/web still wrong. Returned iPhone not processed. A –$900 credit became a +$900 charge. I’m overcharged and still not refunded.
RMA: ****6518 FedEx: ****4839

Context (numbers anonymized):

• Activated iPhone 16 Pro on [ending in -1111] based on a chat agent’s $400 promo promise that never appeared.

• Another agent “fixed” it by moving me to a $400 promo for Galaxy Z Fold 7. I bought the Z Fold 7 on [ending in -2222] and returned the iPhone 16 Pro.

• Requested to move [-1111] to the Z Fold 7. That basic swap required five separate attempts with different agents (chat + voice).

What’s broken (right now):

1. Number/device mismatch

   • App/web shows Z Fold 7 ↔ [-2222] and iPhone ↔ [-1111].

   • Because the system still thinks the iPhone has [-1111], I can’t complete the return/cancellation.

2. Return + refund failure

   • I returned the iPhone 16 Pro — **RMA **6518, shipped via **FedEx **4839 — but the app/web never updated.

   • Multiple agents opened conflicting tickets.

   • An agent issued a –$900 credit, but the system charged $900 instead.

   • Net: Overcharged, no refund.

This is unacceptable. I’m not asking for premium service—just the basics:

• If I request a number swap, complete it and update the records so app/web match reality.

• If I return a device, process the refund correctly.

• If a credit is issued, don’t flip it into a charge.

Requested resolution:

• Fix the line mapping immediately: Z Fold 7 ↔ [-1111]; iPhone (returned) ↔ [-2222] (closed/returned).

• Confirm the iPhone 16 Pro return and issue the correct refund against **RMA **6518.

• Reverse the $900 charge and apply the –$900 credit that was promised.

• Cancel the temporary line [-2222].

• Provide one case number and a single accountable case owner so I don’t have to re-explain this again.

Please reply with the case number and written confirmation once these are fixed.