Cannot get new return label

I wanted to exchange phones, but didn't get the new phone until the FedEx label for the old phone was expired. I tried many, many times to return the phone, including bringing it to the store. We went to the store at least 5 times and I called and created at least 3 tickets. Each time, they said "an error" prevented them from issuing a new label. I never heard back regarding any of the tickets.

Now I have been charged for the phone, which is ridiculous as I have been trying to return it for weeks.