I was confused on possibly owing more money on a iphone X that my daughter had and originally was trading in and getting the new iPhone 11 Pro which she has now. I talked to the lady who handled my complaint and then the supervisor. They both were great but it took them an hour to try to explain that I owe no more money on the iphone X since my daughter decided to keep it and pay to keep it. User's recommendation: Call supervisor if they cannot resolve your problem.