Question about trade in device status.

Hello, I’m just wondering what the status is on my returned trade in device because my account is showing the balance of the remaining balance on the trade in device and that is suppose to get waived, it’s been over a month since I sent the device to you guys and I have gotten confirmation that it was received but I haven’t heard any updates, my email said that it would take up to 5 days after you received the device to do the process of trade in device and it’s been over a month. And my bill is showing that it’s due on the 15th of $565 and some change or something like that, which I am not paying.