Reimbursement

My husband and I have switched over to Tmobile from Verizon about 2 months ago now. We were told that we would get reimbursed for our final bills up to $650 from our previous carrier, mine was right at that, and his was well under. We submitted every thing and at first we were getting text saying one was denied, so my husband called and got that situated, and we got a confirmation text a month ago with the scheduled amount of payment. Well today he calls because we haven’t received anything and what do you know, they say it was denied. The reimbursement team says the bill was “not legible”. The text I received was the perfect amount of money to total the two of our bills, if they were “not legible”, how was the text the perfect total. The lady that I talked to kept repeating that the pictures need to be in color and legible, and that I should have never got that confirmation text, that it must have been a “system error”.  This system error has tricked me into believing that I was in the right track to my reimbursement, and now it’s unclear if I’ll be receiving it due to submitting so late. How is this my fault? The submission was straight off of screenshots from my phone, which as far as I know are in color and very legible. Now I’ve submitted them to an email for my reimbursement. My Verizon bill is now collecting late fees, that I’m responsible for when it wasn’t a mess up on my part. This whole experience has been a joke. I’m seriously thinking about a lawsuit. After all, that’s probably the only way I will not have to eat the $900 that we owe Verizon.