Update. I called in yesterday and I almost hung up on the guy. He was asking such silly questions at first; like when I said that I've had LTE for 3.5 years and 1.5 years on the existing phone, he asked me 3 times if I was sure.
In the end he had to "rebuild" my profile on their end. He actually had to call me back.
Now of course there's my wife's phone. They said they did what the guy yesterday on my account, however because we didn't go through the "sim swap" step, they can can't go any further.
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