Had a similar experience. Got the trade-in information, but I was dealing with a new salesperson who did not yet have business cards - he wrote his contact information on the back of another salesperson's biz card - I submitted a photo of the card with the new salesperson's contact information showing. Several weeks later, I got communication from AI that they wanted the front of the card photographed - I no longer had the card, so they did not pay me. It seems they look for an excuse not to pay you. Last shop I do for them.