In person trade in still not processed

[Deleonfrancis]

September 16th I picked up the 14pro max and i traded in person my 13pro max. Received instant credit but I just received an email this morning saying they have not received my phone and I will be charged for the remaining amount. I do not have any email or confirmation that they physically took it from me. I contacted apple phone support and they escalated asked me to wait 72 hours. Any advice? Thanks

 

[0128672]

Was this an Apple Store trade-in? I've always received a receipt for an in-store trade-in. Did you get a receipt for the 14 Pro and could the trade-in be on that same receipt maybe? Was it emailed to you? If you didn't get a receipt for at least the trade-in, I'd go back to the store to request one.