I spent 2.5 hours at a Verizon booth attempting to upgrade my iPhone. The Verizon system would get to a certain step and stop. This happened several times at several different terminals. The salesperson enlisted the help of Verizon's “Back Office” to no avail. The salesperson finally gave up.
Several years ago after the Equifax data breach, I froze my credit report and therefore the Verizon purchase system could not proceed.
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