AT&T upgrade problem
I have next up on my iPhone 12 Pro max and am currently eligible to upgrade and just turn my phone in. I have tried for the last week to upgrade to the iPhone 14 pro max but everytime I try it says I have to pay off the remaining balance on my phone. I have gone to the store, I have called customer service, I have tried on the app and every time I try it still says pay off phone in order to upgrade. So what is the point of next up? Everyone I have talked to says everything looks good on our end but apparently it not. I have the option to add the sales tax to my next bill which customer service and the store says they can’t do. So why have it as an option? Then AT&T charged me $79 for proration fee for changing unlimited plans last month when in reality I’ve had the same plan for the last year and a half. It’s getting harder and harder to not hate this company.