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Trade in device not listed

I'm so frustrated. I canceled an order before it ever shipped WAY back in January. Now when I try to upgrade my device, the only device I own, it's not listed. I have put the new phone I want in my cart, I get to the "choose the device to trade in" and my current phone is NOT listed, but 3 products I've never owned, never shipped to me, those are the only ones that show. I try to have a rep help me, and they don't see what I see so they can't clear those canceled orders out. 

Re: Trade in device not listed
Customer Support

The best method if it is unavailable to trade-in is to still request a trade-in kit, and we can after receiving the device apply the credit by submitting a promotion correction form.  This would be the easiest method to be able to complete your order and still receive the promotion.