Apple Yearly Upgrade Program - Canceled Trade-in When Apple Has the Iphone Over a MONTH!

I have always upgraded my iPhone through the Apple Yearly Program, I did it from the 11 Pro Max to the 12 Pro Max last year with no issues.

I just did it in September from the 12 Pro Max 512gig to the 13 Pro Max 1 TB. I sent my 12 Pro Max 512 as instructed within a day for the loan to close out on that phone as it had done previously. The Iphone was delivered on Oct 4, 2021 at 1:19 signed by RKing at the Elk Grove Sacramento location.

I messaged Apple on Oct 14th to get an update on my phone as it shows Iphone received and that it will take 24 hours to inspect it and then close out, it has been close to 2 weeks to no avail.

The apple specialist on the messaging app notified me that there is a backup but that they have received my phone and are working on getting it closed and that my credit has been approved and my loan is on hold until this gets done.

Today I was notified that my Trade-In was cancelled and that my old loan will resume and I will be liable. This is not true as I sent my old phone to you guys on September 24th and it was delivered on Oct 4 at 1:19pm.

My payment for the old loan is due this Saturday Nov 13th and I can't get a response if I am liable in paying for that or is Apple going to close that loan out as you, Apple, have my 12 Pro Max. I do not have this phone and sent it within the clearly stated timeframe!

Any help you can provide in resolving this for me, I would greatly appreciate it as it currently stands, I have 2 outstanding loans to pay and only one phone in which Apple has the other and should close it out for me.

Thank You for all your help and I hope to get a response back from.