Nightmare Upgrade - ID verification failed and now my paid off iPhone 12 Pro has a payment plan. Phone support has been useless. What now?

Last night I ordered a line upgrade for an iPhone 15 Pro Max to replace my paid off iPhone 12 Pro that I brought over from Verizon. This morning I did the ID verification using my Military ID which failed verification about two hours later. Online my order status shows canceled. I attempted to process another order to use my state driver license and I'm ineligible because I owe $749 over 36 payments.

• How on earth did my paid off iPhone 12 Pro now get a payment plan?
• Who can I contact to fix this issue? I've already worked with the 1-800-331-0500 line twice. One claims they don't see a payment plan on the 12 Pro and the other claimed I need to pay off the $749 (huge language barrier).

Please help?