Unable to Upgrade a Phone on my Family Plan

For the past week I've been trying to upgrade my son's phone on our 5 line plan to an Apple XR (128 GB).  So far, no success.  I progress to the last screen but when I click "Place Order" I get "Oops! Something went wrong.  Please contact Customer Support".  I've tried on muiltiple days with different credit cards, no luck.  I went to the Cricket store, but they admitted that they didn't know what the problem was and they couldn't help me.  They tried to ring me up in the store with no luck.  I then called customer support, twice.  The first time was worthless (after taking nearly an hour to reach a human).  The second time (yesterday) the person said they did something to fix the issue and to try and puchase again after midnight.  Well, I just tried and I received that same error message.  I'm almost to the point of switching my entire family to another carrier.