trade in help

I'm having issues getting help from Xfinity for a trade in issue. I mailed in our phones on October 20th and xfinity shows 1 is being assessed, but that I never even mailed the other one. I have called 5 times, visited an xfinity store, used the chat bot and no one can help me. They keep claiming everything is fine, but I do not feel good about it. They have directed me to assurant who directs me back to xfinity and still no one can help. This should not be so difficult. I see on a lot of responses on this site that xfinity is recommending direct message, but I do not even see that as an option. This is beyond unprofessional and I don't understand how no one is able to assist.