Return Label for Samsung 26+ Cell That Can't Hold a Charge

I received a Samsung 26+ cell phone at Xfinity a week and a half ago, and tried to return it yesterday to my local Xfinity store. The replacement phone seems to hold a charge better. The rep told me yesterday that I had already been sent a return label by email for the defective phone, but the label never arrived. I ported to a new replacement phone yesterday at my local Xfinity store and was told by the rep that I should already have received the return label for the defective phone. No return label was sent to either of my email addresses and I have to go back to the Xfinity store today for the 6th time in less than two weeks. Why can't I just print out the return label from my Xfinity account? The label doesn't exist on my account. The phone needs to be returned so I can avoid being billed for it.