T-Mobile cancelled my 18 Pro Max order

On Saturday I pre-ordered the 18 Pro Max using my yearly upgrade. Everything was fine until today, when they cancelled that order at 11am. I called, and was told that I was ineligible because my IMEI did not match the trade-in device. Early on in my term, I had to replace my iPhone Air via AppleCare. I provided T-Mobile with my new IMEI, and was told that they registered it and that I was all good to go. After a 3 hour phone call with customer service, the conclusion was that it was my fault the order was cancelled because I didn’t replace the phone through T-Mobile. What??? T-Mobile refuses to honor the yearly upgrade. The app shows that I am eligible, and shows the correct IMEI of the phone I am trading in. Just insane to me