Elite Upgrade Mess unresolved

I recently elite upgraded one of my family member's line since the old phone was half paid off and met all criteria but the label was never sent to us to return old phone. The store in Naperville, Illinois was kind enough to go out of their way to help open ticket but I got a message saying it was not approved and closed. This is the worst experience we have had with xfinity mobile.Horrible upgrade process glitch with their system. Now we can't return new phone and don't know what to do with old phone. Please help advise to resolve this. It is just a very frustrating issue that's been going on for weeks and weeks. We have been loyal customers with xfinity since the Comcast days and honestly we are thinking of switching carriers once all phones are paid off.