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refund hasnt shown up for over 5 months

was gonna trade in my iphone xs for a 11 pro, paid my $800 within 2 days i received a email that the order was canceled, waited but no money was returned, called was told id get a email in 48 hours, still nothing, called another 3 more times to hear that they would put a ticket that says i have not received my money and to wait for another email, now i cant pay for my phone due to covid but verizon still trying to charge me for my service even tho they still owe me $800 :))))