Mobile phone trade in shipped but tracking shows delays

I upgraded my phone for the Galaxy s25 plus.  With credits this will be free.  I shipped my old phone for trade in on Feb 14th using a shipping label provided by Xfinity.  As of now tracking shows it is still in transit.  My account information on the xfinity website kept showing this message that if I did not ship my old phone in soon, I would lose my credit.  I spoke to several support people yesterday (this was not the only issue I had), and they all said not to worry about, I would get my credit.  Today, on the xfinity website, there is nothing at all about the credit or trade in.  I called support again and was on a call more than 30 minutes while the rep kept putting me on hold to check on this.  Finally, I had to take an urgent call.  The rep said he just needed a little more time and would call me back with answers.  He said he would call back in 10 minutes, but it is now 5 hours later and no call.  Can anyone please help me find out what is going on with my trade in/credit?