Trade In Phone Rejected But No Return Tracking

My husband and I both traded in our iPhone 14 Pro for iPhone 17 pro as part of a promotional deal. His trade in was successful but my trade in was rejected due to “Apple IPHONE 14 128GB Equipment Mismatch“. It’s unclear why it was rejected as the phone matched the IMEI in the return form. Xfinity online support told me to bring my old phone into the store to process the trade in. 

It’s now been 2 months since I initially submitted the trade in and there is still no tracking information from Xfinity on returning my old phone. The return link on my trade in page takes me a fedex site that states “Unfortunately we are unable to retrieve your tracking results at this time. Please try again later.” When should I expect to receive my old phone back? I have already paid for two billing cycles without the promotional credits applied.