Trade-In

I traded in two iPhone 14 Pros for two of the iPhone 17 Pros and I have received the phones and we have sent out phones off (October 16th and October 22nd). I have talked to customer service in the app and they said I would receive the credit for this bill (Nov 2) but did not. Then I contacted them today and I had one person said I would receive credit on my next bill but then randomly got a new person during the conversation who said they haven't received the phones but the first person I talked to said they had received the phones. Then second person I talked to today said I would receive the credit on the next bill but I don't know what to believe. Has anyone else experienced this? What did you do?