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New customer very discouraged

I am very frustrated I started my order for new service 11/2021, there was a deal for 1,000 in credit for trading in old device damaged or working and also 1,000 towards any fees owed to carrier switching from (sprint) i input my imei info and order need verification I had just moved so verifying my identification an address took a little bit, finally Jan 11 i was approved for new service but was told to start a new order however when i went to put in my old phone info for trade it said i needed to put a diff one in since mine was processing for trade on an existing order?? I ordered 1/11/21 says 2 day shipping didn't receive until 1/17/22.  My bill shows no trade no credits and sprint was not paid fees owed on old account.  I am so frustrated I am seriously considering ending all service.