Trade in credit

I decide to make an upgrade and change my old phone since Xfinty had a promo for the Samsung devices. I sent my trade in to assurant using the label Xfinity sent me through email and it's showing as being delivered already since Aug 14. For some reason, the xfinity app isn't updated and it's still showing I need to send my old phone which I already did.. I have contacted Xfinity over the phone and app but for some reason I kept being transfered between team members over and over.. It says I need to send the phone before August 28 for the credits to be applied on my new device.. We are just 2 days away from Aug 28 and I can assure you guys my trade in will get canceled because the same guys at Xfinity haven't update my tracking information on the app. The only solution they can give me is to contact Assurant which is a loose end because their phone bot just tells you to file a claim and wait for a response for who knows how long. I have read tons of same issues on this forum section and if not solve by Xfinity my best solution would be to start a claim with Better Business Bureau and hopefully get this fix because I can see this is issue will escalate even more since I have talked to so many customer service reps and none gave me a solution to my problem. It's really annoying having Xfinity not caring about their customers at all.