Who I have the same questioned this topic

I recently trade in old iPhone X device and upgraded to new iPhone 13 device. The estimated trade-in value was $800. The old device was in excellent working condition without even any visible scratch. I even took a picture before I sent. However, I now found a message posted in my account "On Oct 10 we evaluated the condition of your device and found it to be different than indicated and adjusted the value from $800.00 to $0.00.". I am not sure if this trade-in option is real or not. I even dont know whether am I going to receive my old phone back. Being a Verizon customer for last 15+ years, I didnt expect such experience. Very disappointed.