Need return label

My wife had ordered a phone through the Xfinity app chat function, and when the phone arrived at my house, it was entirely the wrong phone wrong color wrong storage amount. I chatted with Xfinity on how to initiate a return in one agent told me to go to the nearest store after packing up two kids under four and sitting in traffic for 30+ minutes and And then waiting in the store for 30 minutes the agent told us that they could not return the phone to the store. It had to be initiated through the customer service since it was purchased online we left the store and sat in the parking lot and called customer service and they said I would receive an email with the shipping label in return instructions in 24 to 48 hours 2 1/2 days by still no email. I called again sat on the phone with an agent. He told me he could take care of this problem for me and said that an email would be sent with a return label and shipping instructions in 24 to 48 hours here we are almost 3 days after the last contact with Xfinity agent and still no email. We do not want this phone. We do not want to pay for this phone. We don’t want to be stuck with this phone. It has not been turned on and it is not activated. We do not want it!