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Terrible Experience Today - New Order/Trade

Super frustrated right now. Been with Verizon for 10+ years and today severely let me down. 
Verizon rep messed up up my account so bad. 
Went to order 2 new phones - did fine with online rep. 
He told me to do trade-in of my old phones after the sale if I wanted e-gift cards for trade-in values.
Went to do that and found out he removed my current phones on the account which were paid off and he added back 2 “new” versions of my old phones, but now they’re showing I haven’t paid them at all and owe $600+ on each phone and making them “not eligible” for upgrade/trade any longer.

Spent a total of 4 hours today with Verizon reps and it ended with the rep telling me the “system is having a problem” and to sign off and back in in a few hours and it would all be updated. 
Still not fixed after 10 hours have passed.

What happened to Verizon having world-class service? This is ridiculous.