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trade and credit issue

In December 2020 I trade my I phone 8 on promotion and purchased I phone 12 , since then I didn't received a penny for my old phone , I called customer service several times , issue has been elevated few times , but is no resolution , every time it's different excuse . I'm  paying for my new phone every month , but WHERE IS MY CREDIT WE ARE IN AUGUST 2021 ALREADY ???????

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