Who I have the same questioned this topic

I sent in two phones for a trade-in and they were both received on 9/16.  I received a promo for one of the phones almost immediately, although it was credited to the wrong line but it's all on the same bill.  The other phone says that it is still being evaluated.  I spoke to customer service for over an hour about this issue.  They said that it's because there was damage on the phone, however, they can not tell me what the damage was and the phone was sent in great condition.  I have had numerous issues this last month and it is really hard to get any answers or get anything resolved.  It would be nice to be able to get all of these issues resolved at once.