Xfinity mobile Assurant trade in issues

Edit/update

I filed a complaint with the BBB last night and received a phone call from xfinity today. I was told that on their end the trade in was not canceled and the issue would be resolved. If it is not corrected before the next billing it would be put in manually.  So I guess it's an answer.

I traded in my pristine S21 5g, it was received at the warehouse on March 30th. I never received a email stating it was received and my account never showed it received. I called several times and was told it will be 24 hrs then 48 hrs, then 7 days then 30. I spoke with a supervisor and was told they were running hehind to just be patient. I asked for something in writing that they had my phone ( they were able to pull it up and see that it was there). I was told that they would call me back in a day or two and have the issue resolved. Instead they canceled my trade in!!!! The supervisor I spoke with last night told me she would "fix it" by submitting a ticket and would have an answer in 24 to 48 hrs. I have no idea if it is an answer as to why it was canceled, if it could be reversed or what exactly. Then i was told not to call back and waste "my time". I feel robbed. They have my phone, I have no trade in. I luckily took pictures of the phone front and back an turned on. I am at a complete loss. I don't know what to do or where to turn. I have been with them for over7 years and was a happy customer.  Does anyone have and ideas on what I can do?