I am having difficulty obtaining an RMA to submit for trade-in. We switched our 4 lines from Verizon with the intention of purchasing 2 new phones (trading in our old ones for ETF credit), and transferring and paying Verizon's ETF for 2 (an iphone 5c and iphone 4s). The phone salesperson said this would work, and we received 2 new phones and 2 SIM kits. I discovered the SIM card for my son's 5c was wrong and my daughter's 4s didn't work so customer service directed us to the nearest store for replacement SIMs.
Store personnel installed the right 5c SIM with no problem but informed us that the 4s would not work on T-mobile's network and we would have to purchase a phone if we wanted to transfer that line, which we did. I was assured that the ETF credit with trade-in would apply, however they did not do trade-ins there and in any case, since the original order was done on-line, the trade had to be as well. When I attempted to do this on line at home, the system only allowed 2 RMA codes based on my original online order number and not the 3rd new phone that was purchased in store.
Customer service has been of little help except to point out the problem is that I purchased the 3rd phone in store and not online. The last rep I spoke to tried to override some settings and gave me a different order ID, but I am still unable to enter this info to obtain an RMA. I would appreciate additional guidance.