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Trade in credit issue

We trade in our iPhone X in June, it showed we can receive 800 credit, but we only receive 79 and said the device received is different than device expected.

So we called the customer services line, they told me the difference is the expected device is (A1865) unlock phone, but received  A1901 is ATT phone. She said it is not a problem, she will credit the 800 back to us. But after two months wait, we did not receive the credit.

We called again in August, this time they told us to call the ATT to unlock the phone, then they can credit the 800. We unlocked the phone after the call, but it is another two months, we still have not received the credit.

Anyone from Verizon can help me with this? 

Re: Trade in credit issue