Frustrated with Xfinity Mobile support regarding Trade In

On April 7, 2026 I switched from TMobile to Xfinity Mobile and received an IPhone 17 Pro for both my wife and myself.  I had trade ins for both phones to receive $600 trade in for each IPhone 14.  On April 8, 2026, I sent my IPhone 14 to the Assurant/Xfinity warehouse and immediately received a confirmation email on this shipment.  On April 10,2026, I shipped my wife's phone but did not receive a confirmation email for this shipment.  When i look at the Xfinity website for my phones, it still shows that my wife's phone has not been shipped and says that i have until April 28,2026 to send the phone or lose trade in.   PLEASE NOTE, both have been RECEIVED BY ASSURANT/XFINITY AND I HAVE USPS CONFIRMATION OF DELIVERY.   WHEN I TALKED WITH XFINITY MOBILE SUPPORT, THEY STATED THAT MY WIFE'S PHONE HAS NOT BEEN FOUND IN THEIR SYSTEM AS SHIPPED AND THERE IS NOTHING THEY CAN DO.   I DO NOT WANT TO LOSE THE TRADE IN VALUE OF MY WIFE'S PHONE.  

THIS IS THE FIRST TIME I HAD TO MAIL IN MY TRADE IN.  WITH TMOBILE AND ATT DOING A TRADE IN IS DONE ON SITE AND CREDIT GIVEN IMMEDIATELY.  SENDING IN A PHONE COMES WITH GREAT RISK SUCH AS LOST IN MAIL OR WAITING FOR IT TO BE ASSESSED.

PLEASE HELP AND LET ME POST A DIRECT MESSAGE SO I CAN SEND THE IMEI AND USPS TRACKING CONFIRMATION.   I WANT TO MAKE SURE THAT I DID SEND IN THE PHONE SO I CAN GET THE PROMISED TRADE IN CREDIT