I was wanting to upgrade my sons phone, that he broke. The sales person, did not know what she was doing, told us all we had to do was pay off the phone and we could upgrade. The system then told her that we could not upgrade. So we asked for our money back, and she said nope can't do that. So we called customer service, we spent about 3 hours on the phone with them. They told us that we were out of luck try again the next day. So I went back to the store the next day and again they told us can't upgrade. Know one knows what is going on at AT&T. I think we are going back to Sprint. read more