Apple lost trade-in and now being charged for 2 phones

[datsun72]

Hello,

I hope this is the right section...

My wife is part of the yearly upgrade program. She recently sent back her Iphone X and got the 11. Along with that she returned her old watch for trade in credit. Apple recently sent her a email stating the serial numbers didn't match for the phone she was supposed to return and stated they are shipping the phone back to her which is false. She called Apple 5 times and spoke to supervisors and no one can give her a tracking number for her old phone. Now she is paying 2 loans, one for the old and one for the current phone.

How can I have this escalated to someone who can close out the loan or send her the refund to close out the old account?

Any help would be greatly appreciated!

 

[kazmac]

Hello,

I hope this is the right section...

My wife is part of the yearly upgrade program. She recently sent back her Iphone X and got the 11. Along with that she returned her old watch for trade in credit. Apple recently sent her a email stating the serial numbers didn't match for the phone she was supposed to return and stated they are shipping the phone back to her which is false. She called Apple 5 times and spoke to supervisors and no one can give her a tracking number for her old phone. Now she is paying 2 loans, one for the old and one for the current phone.

How can I have this escalated to someone who can close out the loan or send her the refund to close out the old account?

Any help would be greatly appreciated!

I'd politely email Tim Cook with serial #s, proof of purchase/trade in etc. if you have the tracking number for the shipped trade in that would help too. Just be nice and explain the situation.

tcook@apple.com

You may have to speak to someone at Barclays as well (I wouldn't know who. If Barclays still handles the loans of the IUP program).

You might hear from someone on Cook's executive team about this.

Finally, has she contacted the credit card issuer to dispute charges? That would be the next step after contacting the higher ups at Apple.

 

[thisisnotmyname]

Hello,

I hope this is the right section...

My wife is part of the yearly upgrade program. She recently sent back her Iphone X and got the 11. Along with that she returned her old watch for trade in credit. Apple recently sent her a email stating the serial numbers didn't match for the phone she was supposed to return and stated they are shipping the phone back to her which is false. She called Apple 5 times and spoke to supervisors and no one can give her a tracking number for her old phone. Now she is paying 2 loans, one for the old and one for the current phone.

How can I have this escalated to someone who can close out the loan or send her the refund to close out the old account?

Any help would be greatly appreciated!

What does the shipping company have to say about the tracking number you were provided?

 

[DmPsTrFyR]

What does the shipping company have to say about the tracking number you were provided?

"She called Apple 5 times and spoke to supervisors and no one can give her a tracking number for her old phone." I don't think there was a tracking number given to her.

 

[tothemoonsands]

How long has it been? I just received my iPhone X trade in credit this week, and I sent it in right at the 11 launch.

Hopefully it is just a delay in transit! It could be sitting in some delivery facility, and if so, it will eventually shake loose and be delivered!