Phone Trade In program - no box sent

I signed up for the phone trade in program for the new iPhone 12.  We have 2 devices we are trading in and already received the phones 2 weeks ago as of tomorrow. We received the confirmation number that we will receive the box in 5-7 days which has obviously past.  I keep trying to call the trade in department and sometimes I get through, but after about 30 minutes or so it says the wait is extremely busy, try back later and disconnects me.  I try the online chat multiple times a day, for several days.  It always says someone will be with you in 2 minutes, but after hours, no one ever comes on to assist.