Just found this, really odd indeed. First time I heard such a thing. I have never had a bas experience with them. I got 4 lines on my account, I brought my dad from another carrier, brought a co-worker, and soon my son's girfriend too and it has always gone smoothly.
I will have to admit that upgrading phones at any of their Kiosk is always time consuming, but you should see what the poor sales reps have to go thru to make all happen (discounts, credits, special plans and offers), some times they have to reach someone on the other end and wait for 15-30 mins to get an answer. Sales reps on the floor have to really like what they are doing and be patient with both customers and their supervisor on the line. Why do they have to call in for stuff to be approved, only they know. I guess that those on an isle in a mall, could be justified; but for those that do work at a boutique at a mall or down the street I fail to say why there is not someone on the spot, really waste of their time and the customers in that case.
I will love to see how this one ended.