The SR ticket system is a joke

@XfinityAirelle​ I bought 2 iPhone 11s in October 2021 which were received and activated in early November.  I received a Visa gift card for each and each was supposed to be billed in 24 equal installments.  My phone has been billed every month but my wife's was billed once and never again.  As a result, on her phone we still owe 23 of 24 payments even though we've had the phone for 16 months.  I know that since the phone hasn't been (and won't be until the billing issue is resolved) paid off, she could never upgrade to a new model.  What's so frustrating is that these SR tickets have been closed without anything being resolved.  My guess is that the ticket system closes a ticket automatically if it isn't acted on within some period of time so if a ticket is just ignored, it gets closed and someone's metrics look good because their tickets are being closed.  Two different Tier 2 support people told me that they had identified and fixed the problem.  One even told me I was going to get a bill credit for my inconvenience.  I think they just tell you want you want to hear to get you off the phone.  The first Tier 3 person I dealt with told me the order showed as cancelled in their system!  This was after we had the phone for over a year.  She de-activated and re-activated the line and did a network reset but that did nothing.  I think she got frustrated that it wasn't fixed so she stopped answering my calls.  I am now dealing with a different Tier 3 person who claims she will not let the ticket get closed until the problem is fixed.  Pardon me for remaining skeptical!