Trade-in credits are not showing up on our bill
Recently upgraded 2 lines this past Nov. 2020 because of a Promo.
Upgraded a 6s Plus to the new 12 (128 GB) and an 8 Plus to the new 12 (128 GB).
Upon purchase of trade-in online, the 6s Plus to the 12 was quoted at $16.67/month for 30mo.
The 8 Plus to the 12 was quoted at $1.67/month for 30mo.
We received our new phones, the 8's replacement came with a return box and the was shipped out the following day (I still have the tracking number and photo).
The 6s Plus's replacement did not come with a return box with the 12 and had to wait for a separate return label. It was sent out a week late.
These phones were maintained well and kept in cases and glass screen protectors. Overall, should be worth more than just $0.
We just received the bill and for both lines showing an installment payment of $28.34. I feel this is incorrect and the online method very misleading. If I will be paying for the full price of the phone, I never would've traded in the phones in the first place.
Tried to call AT&T but all lines are busy. I need clarification.