Can't get return label sent to correct email address

I upgraded my phone at an XFinity store last week. I needed some data off my old phone, so I took it home. I was supposed to get a return label by email. I never got one. I spent 4 hours Sunday explaining this to 5 different people multiple times. They sent the original return label to my comcast email, which is inactive and cannot be recovered per another hour long conversation today. All of my other Comcast/Xfinity emails come to my personal (preferred) email. I'm starting to think they sent this to an inaccessible email address so I will have to pay full price for the phone. Phone trade-ins with Xfinity are basically a scam.