Customer Service-Return Label

I was given incorrect information when ordering a replacement phone for one of my lines.  Once I received the new bill, I saw the charges were inconsistent with what rep told me ( I have transcript of chat).  So Ellie told me she would send me a return label.  

She was unable to get a return label because of order status, she sent me to Fred.  He said he understood, and would get me the return label by the AAend of the day on May 1, 2025.  That is after being on the phone for 2 hours and 16 minutes.

No label came.  I chatted with Atishay on 5/2/25 around 2:30 pm.  She apologized and assured me that this has been escalated and the label was in the process of being sent.  She assured me I would have the label very shortly, within the hour.

No label came.  I chatted again, this time with Pradeep around 5:25 pm.  He wanted me to activate the phone, which I will not do, and said if it wasn't activated it would take a couple of hours to get a return label.  I reiterated I had already been waiting for over 24 hours and I would not activate it.  He transferred me to a supervisor, Sourabh.  She said that she escalated it, then I told her it supposedly had already been escalated and asked if the other agents were being untruthful, she said she understood but the  "Backend" team needed to send the label it it took time.  When trying to find out more, we were disconnected, my internet went out. The second time that day it went out while chatting with an agent.  No problems any other part of the day.  I rebooted and tried to chat again.  It said I was connected to a live agent, but no name was listed and nobody responded to my chat.

Called yesterday, 5/3/25, long wait, so requested a call back.  Lance called me back and after I told him what was going on, said he was more for TV and Internet so he had to transfer me (when I requested the callback it was for Mobile service). He transferred me to Amanda, who said she would make sure I was happy.  Then she said she had to transfer me to tech support.  But she made sure to thank me for my over 30 years of loyalty and being a Diamond customer..... So then I had Riel on the line.  He said that the label has actually been created but he needs to talk to the "team" to see if he can get it sent to me.  He has been on and off the line stating he has started the refund process and just waiting for the confirmation that the label will be sent over.  

Okay, so after another hour and 8 minutes. Riel states I have a guarantee that I will get this return label in my email within 24 hours (so should have been in my email by 1:30 pm today 5/4/25). When I said "So when it does not show up I will have to call or chat again"  He stated to me:  "No, I GUARANTEE it will be in your email. So please keep checking it"

It is 4:23 now.  Nothing is in my email, I have checked it, I have check my spam also.

After 4 days, 8 representatives and over 4 hours of my time, and I still do not have something that was promised to me on May 1.  I get plenty of apologies and thanks for being such a loyal customer of over 30 years...a DIAMOND member.  Why can't I get a simple return label when it necessary?  Why is it acceptable to be lied to by these agents?

What more do I need to do???