Unable to print return label for trade in

Dear Xfinity,

I’m unable to print a return shipping label from my account.  I’ve reached out to support at least a half-dozen times, who don’t seem able to actually do anything.  Two different support tickets have been made [Edited: "Personal Information"], and [Edited: "Personal Information"] and yet I hear nothing.   In the trade-in section of my Xfinity Mobile account the (Print Return Label) button is grey, and inaccessible across Chrome or Safari, and multiple devices. 

This feels like bait and switch, as I’m now being charged for a device for being unable to actually return my prior phone for the trade in value. I would not have agreed to an upgrade if I am unable to trade in my prior device, and have spent way too much time with trying to get this solved calling and chatting with support. 

I see multiple forum posts, so is there any solution for this for customers?