iPhone 13 Pro Trade-in Nightmare

[v4npro]

Hello,

This is the first time coming back to Apple since the original iPhone on AT&T. I traded in my Samsung Galaxy Note 20 5G in RED. Friday I wanted to check the status of the trade-in so I searched online to see how to do that. They(online) said to use the Apple Store app. So, I opened the app and saw the message "revised trade-in value." I thought that was odd because it still showed the correct value in the app of $400. I accepted. Later in the day, due to how the notifications differ than Android, I saw the trade-in email saying the new value is $0.00 reason "Incorrect model identification." That is just not true. I have pictures of my device before putting it in the trade-in box, I have the invoice from Samsung purchasing of that device. It's in perfect condition. I am currently on hold with support over the phone with no luck so far. Why doesn't the Apple Store app show reasons for trade-in even though in this case it wasn't true! This is totally unacceptable. I've been on the phone with Apple support for almost 2 hours now to figure this out.

Any other suggestions that can help me?
Thank you

 

[JPack]

Just ask them to return the device and cancel the trade in. You can always sell it somewhere else.

 

[v4npro]

Just ask them to return the device and cancel the trade in. You can always sell it somewhere else.

Hi JPack,

I accepted the trade-in in the Apple Store app due to my confusion as stated above. Is cancelling the trade-in still possible?

 

[v4npro]

The support agent came back on the phone at the 2 hour 25 min mark. I stated if I can still cancel and she said yes you can because they didn't see it on their end that I accepted the trade-in. I got a email notification that it was cancelled. I'm just going to sell the Note20 myself now. What a headache.