return equipment

I have went around and around with the chat bot and the text bot. Xfinity wants my gateway back after switching to NOW. I have it packed up. I am waiting for a return label. The text and chat send me to the "return equipment" page. I log in and it doesnt show that I have any equipment. I don't have a local xfinity store a local UPS store. The guy that helped me switch told me I would get an email with the label, but I didn't. Now I have the gateway packed up, ready to go and waiting for a label. The chat WILL NOT put me through to an actual person and isn't very good at figuring out what I need help with. The text AI is the same. I am frustrated and considering just canceling NOW at this point too. I can switch to Brightspeed for the same price or less. 

Why make it so hard to return equipment? They cleared my xfinity account so when I log in, I don't have access to anything and show no billing history or devices registered to my account.