Disaster with upgrading

Alrighty ladies and gentlemen here is my rant. 2 days ago I got a notification from the T-Mobile app telling me I had a FREE PHONE UPGRADE. I click on the notification and it brings me to a Page, on the app that says I have a phone upgrade available. I click on it and it sent me to a dead page with inside the app. That same day I go into a store and I ask about the free upgrade. I get told that because I have magenta Max that I cannot do any phone upgrades that I would have to buy the phone out right or finance it and that there'd be no promos for trading in my phone.

When I point out on the app that it says that I have a phone upgrade they say oh well it must be glitching. And then I say that whenever I signed up with T-Mobile a couple of years ago, I initially got on to magenta Max because they told me that upgrading your phone is part of the magenta Max incentive. Come to find out yesterday, apparently it's not? So today I messaged the T-Mobile support on the website and I ended up talking to three different representatives throughout the day and they all told me different things.

The first representative told me that I couldn't upgrade my phone because I have magenta Max and then I sent them the screenshot of what the app is telling me and then we quote" magically get disconnected".

The second person I talked to told me that I can only upgrade my phone To an iPhone with trade-in.

Then the third person tells me that I would only get $9 trading credit so that they wouldn't even accept the phone.

And then the final person that I talk to today was actually helpful and told me that I can upgrade my phone and that I could get the promotion but that it could only be done online.

I just think it's frustrating that none of the representatives seem to know what they're talking about, (especially whenever I'm showing them what I'm looking at) regarding my specific case.

Moral of the story if your app says that you can upgrade, do everything inside the app. Don't go into a store because they'll try and tell you that you can't upgrade and that you'll need to purchase a new phone or finance one and they will not try and help you with the promotions at least in my experience.