iPhone Upgrade trade-in not received

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iPhone Upgrade trade-in not received

Upgraded from IPhone 15 to IPhone 17. Traded and shipped IPhone 15 to Apple as part of the IPhone upgrade program. Two months later I find out I’m still being billed for my old phone payments along with my new phone. I then find out that the IPhone 15 never got delivered back to Apple. I no longer have the tracking number for the shipment and I don’t know what to do. I feel like nothing can be done, and that I’ll be forced to pay off the IPhone 15 that I no longer have access to.

iPhone 17 Pro

Posted on Nov 28, 2025 4:09 PM

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Answer 1

Nov 28, 2025 8:21 PM in response to Codys91

If Apple cannot find the device after the investigation

You can still dispute the charges through:

• Citizens One (or your Upgrade Program lender)

• Your credit card company

• Apple’s escalation team

If the return kit was properly used, customers typically do not lose these disputes.

Apple has documentation that the shipping label belongs to them — which helps your case.

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Answer 2

Nov 28, 2025 8:20 PM in response to Codys91

Try reaching out to Apple support directly.

If you can't find your tracking number in an email tucked away somewhere then speaking to Apple directly would be your best bet. They might be able to pull it up on your account.

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iPhone Upgrade trade-in not received

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