Issue with Apple trade-in on iPad

I bought a new iPad and traded in the old one. The old one worked fine, but I received an email that my trade in value went from $185 to $0 due to damage. The iPad was not sent in that condition. It was working. I have started two chats now and disputed the trade-in value. BTW, Apple sent me two brand new iPads but only charged for one. I called immediately and returned the one I did not buy. Why on earth would I send back a $900 iPad and then send a damaged one in for trade?? Seriously??!! I am livid! I am not letting this go. I need someone up the chain who can help.