I upgraded through device reservation to an iPhone 11, but then decided I wanted the Pro instead. So I returned it in store within 15 days and reserved a Pro.
But that was a few days ago and my device balance still says I owe for the 11 that I returned. I called in and they said to wait a few days but that didn't help, and now nobody seems to know what to do. So maybe someone on this forum does.
I can appreciate still seeing the device update on your account can come as a shock. Have you received the Pro as of yet?
It's likely we'd have to review the account to verify anything specific so I would recommend reaching out to us at your convenience @CommunityHelps. For more information on our PM system you can check out our Blog.