Business ProfileforT-Mobile and Metro by T-Mobile

I was switching from Verizon to TMobile. One of the phones we were bringing over was a brand new Iphone 14 Pro Max. Since it was new, TMobile could not unlock the sim but said we could trade it in and get one from TMobile. The Store rep had us leave while on the phone with a tech still trying to unlock the 14 Pro Max. She would call when complete. She called me to tell me, they did not have a pro max in stock (after we had traded in ours) but had a regular 14. Since it would leave my son without a phone otherwise, we had to take it since service had already been switched. After talking to customer service on the phone after the fact, they tell me the phone should not have been traded in and a pro max should have been ordered. There are no pro max's in stock in any store and my son would have to trade in his regular 14 for the buyers remorse program before they would order and ship the pro max. Basically he would go without a phone for a while. This whole thing was handled incorrectly by them and we, the customer, are being punished but they will not rectify the situation without serious inconvenience or charge to us. All we wanted to do was give them our business.