Be an advocate for yourself and tell the customer service rep you believe you’re being scammed and that they do have your phone. I had the same issue except I was receiving the trade in credit for two months and then it went away. I did a lot of research and found people having similar issues so I called customer service and basically demanded that they adjust my bill to reflect the trade in credit and the representative ended up adjusting my bill. She also told me that they believe there was damage with my iPhone and someone was going to call me back within the next month to tell me what happened (side note: I had already heard from a store rep that the warehouse was saying they never received my trade in decide). Five hours later I got a call at 8:30pm with a representative from the warehouse investigation team saying my device was nowhere to be found and that they couldn’t do anything. She proceeded to say the only solution was to file a claim with UPS. Luckily, I had already looked
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