T-Mobile

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My husband has just come home FURIOUS
from his experience at the T-Mobile store in Franklin Lakes.
He was told by Claudia, a T-Moble rep, that he could exchange his Samsung J7 phone for a Revel. (The reason he was exchanging phones was his old phone would not download the USAA app.)
He was told the exchange would be FREE except for the Sales Tax. He mentioned going to the local Franklin Lakes Store and Claudia said, "Fine".
This afternoon (11/2/21) he went to the store and was told he also had to pay a $30.00 fee in addition to the tax although there would be no fee with a mail-in exchange.
My husband is very active in his worldwide business. It isn't possible for him to do this!
He is so upset that he is about to cancel 30 years of being a customer of T-Moble and its predecessors!
What can T-Mobile do to ameliorate this situation?
Rating = 0 Stars regardless of the above as neither of us could figure out how to get rid of the optional stars.
AGAIN, I WILL REPEAT HIS EXPERIENCE WAS ANOTHER INFURIATING WASTE OF HIS TIME!!!