When will the Phone trade in credit show

We activated 3 mobile lines and traded a phone in while in store. My partners phone was on backorder so we had to wait a few weeks to get his new phone in so he could not hand in his phone at the store. we were sent a label to send the phone to assurant and they have had it a week and there is no way to check on the status. my bill is still not showing the device credit for his phone. How do we check on this? I would like to pay the bill but not with the overcharge on it.