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Oh no, sounds frustrating. I would reach out to the awesome T-Force team via Facebook or Twitter. Just send them a message and they can look into it for you!
I was offered $360 for my Galaxy S7 Edge in excellent condition. I received my S9 yesterday. When I printed the return label from the T-Mobile web site, they lowered the trade in to $75. And I have not even sent my phone back yet. This is classic "bait and switch" and I will probably return my S9 and keep my S7 Edge. Too bad, I thought T-Mobile was above pulling stunts like this.