That's not what happened at all. "But the trade-in kit never arrived." Apple was supposed to send him a trade-in kit for the old MacBook Pro. Apple failed to

That's not what happened at all. "But the trade-in kit never arrived." Apple was supposed to send him a trade-in kit for the old MacBook Pro. Apple failed to do so. Then Apple added an unexpected charge to the card for the amount of the trade-in credit.