I JUST NEED A RETURN LABEL

This is such a frustrating thing to be dealing with. All I need is a prepaid return label for an Apple iPhone 13 Pro Max.

me and my fiancé were very eager to get a new phone line. We saw xfinity mobile that was doing an offer that you trade in your iPhone and you get $1000 credit towards the new Apple iPhone 16 pro max. SOUNDS TO GOOD TO BE TRUE!! Well we received our iPhone 16 pro max and we were able to set it up. I was able to trade in my Apple iPhone 13 and got my return label and it seemed very smoothly. Well for my fiances trade in label I can’t print it it’s grayed out. I have tried different sites like google, safari, chrome, Firefox, Microsoft edge, done in different devices - iPhones, iPads, androids, MacBooks, even my work computer and nothing. I always follow up on everything and so I’ve been nonstop calling and messaging different representatives about this issue and they haven’t been helping much they tell me they sent it to my email and nothing . I spoke to the supervisor and they told me they have a ticket number they’re opening up and will get started on it. I called again and the lady said it’s processing and that she will try to send me the return label I told her to give me the tracking number maybe I can get it that way she gave it and I called USPS and that label does not exist. So what do I think. A huge scam this is how xfinity mobile gets you. I’m planning to go to corporate and higher up about this issue. I’ve read other forums and reddits and clearly it’s not just an issue for me.