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Trading device for credit toward iPhone 13 pro max

I have done all the necessary work to trade in my iPhone 11 Pro Max for the Apple iPhone 13 Pro Max #but I have not received the new phone even though it claimed to be here within two days. What i did get was a box to ship my old phone back but I don’t want to be without a phone. I have tried calling and calling and messaging and searching to figure out what the deal is and have not had any luck getting any answer. Please help