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Need help with trade-in submission ID and label

I need to talk with someone who can actually help, I've been dealing with this for a month.   Support so far is beyond useless.

I placed an order for two upgrades, with $800 trade in credit.  One device got canceled for unexplained reasons.    We have bill credit and a UPS label for the device we received.

We placed another order for the canceled device, supposedly with the $800 trade in credit but have not received a shipping label or bill credit. 

Verizon support continually asks me to print a new label which is the same as the one received.  Today is the deadline for shipping to receive the credit but I have no label.  I've spent three hours with support today telling me to print [this] label again and again, which I've explained has the wrong order number printed on it.