My Husband has had a iPhone 12 Pro Max that’s been paid off for a while. We preordered him the 15 Pro Max and received it today.

We’ve be on the phone with AT&T for the last hour trying to get his phone switched over just to be told they’ve tried everything and they have to open a case because whoever ordered the phone (Me) set the line to disconnect on 12/15 and that it’ll be a week before they can resolve it. I don’t understand how this happened, all I did was hit upgrade device selected his phone and that was it, short and simple. No where did I select any date of any sort. We’ve been with AT&T on the same plan together for the last 6 years with no prior issues.

Has anyone else experienced this?