Trade-In Fiasco

So very frustrating.  Trying to downgrade my Galaxy Z Fold 4 that is not a year old to a A54, but can't get them to send me the return label.  They processed the order as an upgrade instead of trade-in and now they want me to send my new phone back to them to start the process all over again so it follows the correct process!  I have been a customer over 10 years, but am now considering changing.  I have called and spoke to more than 6 people and I was assured this will be resolved, but I have still not received the return label.  The process is broken and staff have no clue how to resolve if it doesn't all in the process.