Your Xfinity Mobile trade-in credit has been canceled- what does it mean and why did it happen?

I ordered upgrades for my four mobile phones today, and twice I received an email with this subject. The message is unclear and doesn't even have the order number, just the IMEI of one of the old phones that I am replacing.

The second time was after I had a Xfinity rep entering the order for me with the hope that the order would go through correctly.  Apparently not.

Apparently this results in the order being completely cancelled, with no record of it, other than the emails I received when I placed the order, which by the way, don't contain the details of what was ordered.  To top it off I have two pending charges on my checking account for the orders that don't exist.

Three orders to upgrade from an S9 to an S23 apparently worked.  The one that didn't was an upgrade to a Flip4.  Nothing is wrong with any of the devices that are being traded-in.

I wasted far too much time on this today - thinking of giving Xfinity the heave ho.  Will I have any better luck if I go to an Xfinity store?  Or should I just give up?