Swap to iPhone XR

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Swap to iPhone XR

I bought an unlocked iPhone XR from Apple and I am trying to swap my devices however it is not working.  Online I keep getting a message saying that the device is not eligible to swap. And I called customer service and it hung up on me. The phone I have now has a lot of problems and I cannot continue to use it. I NEED to swap my device. Please help.

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