Nothing but Trouble

I am hoping that you will be able to help me get this whole situation resolved in a timely manner. We switched from T-Mobile to Xfinity Mobile back on March 14th. Since then it has been nothing but trouble! I had a Galaxy Z Flip 6 that I traded in, it was mailed back on March 31st. I just recently received an email stating that the phone was never received, and that the trade in credit had been revoked.

I went into my local xfinity store to turn in my trade in, but they let me know that I had to mail it. They were kind enough to provide me with a shipping label and a box for my trade in. I went home, packaged the phone, and sent it via FedEx on March 31st. Now, here is where I think that the confusion occurred:

The phone was to be shipped to Assurant, and when I check my email the prepaid shipping label for Assurant is via USPS. Now, the label that they provided me with in the Xfinity store was via FedEx.

 

I was trying to understand why the label they provided me with at Xfinity was via FedEx, and after digging through my emails I now understand what happened. The gentleman at the Xfinity store provided me with the incorrect shipping label.

 

I need to provide some background information for you to understand how I know this. On March 14th I wanted the desert titanium iPhone, but when I got home, I realized that the employee at Xfinity gave me the incorrect color phone. So I messaged them and they told me to come in the next day to get it exchanged. When this exchange happened, I got an email from FedEx providing me with a link to print a shipping label to return the iPhone. (Now I returned the iPhone in the store, so I imagine that this return label is some sort of automated process?) Anyway, this FedEx label was emailed to me on March 15th, and in this email it said that I can stop at my local Xfinity store to have them print out the label for me. When I went into the Xfinity store on March 31st to turn in my trade in, they offered me a box and the shipping label to mail it back to assurant. This is when they provided me with the FedEx label. At the time, I didn't think anything of it, since the employee was the one to provide me with the shipping label, I just assumed that it was correct. But now that I am doing my research to find out what happened, this is how I know that the phone was not sent to assurant, but it was sent to the RETURNS PROCESSING CENTER at Xfinity.

I would appreciate it if you would please escalate this case as high as it needs to go, as this is very important and I am frankly tired of dealing with this. I am missing out on the $500 trade in credit, and also have not received the $500 gift card for switching from T-Mobile. This was supposed to be sent to my email months ago, and I have yet to receive it.