Phone Trade In

I hope you can help me. I am unable to resolve the issue with trading in my old phones.

I received an advertisement to trade in my old phone and receive $400 for each trade-in.

I went to the store with 2 Apple 13's and was told that they were only worth about $170. Even though this was less than I expected, I agreed to move forward with the upgrade.  We upgraded to a 16 and 16 Plus. I expected to trade them in at the store, but was told they needed to be mailed in. We were told to expect an email with the instructions and a prepaid postage return. That never came.

I called the Xfinity customer service number seven days later and was told that the representative had messed up the trade-in and could no longer trade in the 13's. However, they would mail us another iPhone 16 and 16 plus, and then we could trade in the new phones we received at the store. Again, I was told to expect instructions and a prepaid postage return. That never arrived.

I have called no less than 6 times to resolve this issue. I have been hung up on twice and am very disappointed in the service I have received. Can you please help I don't know what else to do.

Steve [Edited: "Personal Information"]