I know the iPhone 7 trade in promotion played a huge factor in your decision to upgrade and I want to make sure that you get the promotion that you are eligible for. With this community primarily being a user forum, I am unable to see your account to see what specifics are holding you back from receiving this promotion. What I would recommend you do is reach out to our social media team T-Force using the Facebook or Twitter icons in my signature. They will be able to take a holistic look at your account and see what specifically is going on with your promotion.
Thanks @tmo_chrisl. I'll reach out to them and see if I can get my refund.