iPhone Trade-in Offer issues

I;d like to submit this question on the above promo from Apple. When I trade in my Iphone 12 for the 13 I received a nice and huge ticket with the costs and promo/benefits included.

I only could get the virtual Mastercard but still dealing with the 400/900$ I should I received in return for my Iphone 12.

@Apple who is dealing with this? I'm on the phone with T-mobile for more and 45 minutes trying to receive a concret answer on who will credit my money for the device.

Anyone else with this issue?

Thanks!

nora

[Re-Titled by Moderator]