Recently switched over two lines on a trade-in deal - Only received one return label/envelope for the trade-in

Hello,

I recently switched to AT&T from Verizon on a trade-in deal and brought over two line/numbers. Due to the current pandemic, I was not allowed to trade the device directly in the store, but was told I would receive trade-in instructions in the mail. Two weeks after I activated, I received only 1 shipping label and 1 trade-in padded envelope to a send 1 of 2 phones in. I have called customer support multiple times asking if I can get a 2nd trade-in label along with a 2nd trade-in envelope to send both phones in to prevent any sort of "We never received your devices" penalty. The past three times I have called I've been on the phone for well over 20 minutes each time while they "check my information". Eventually they come back on the line and say they're going to send an additional shipping label to my email address ( I verify with them the spelling of said address). I never receive the shipping label (even after checking my Junk/Spam folder). I've sent three emails specifically to the trade-in support email and never receive a response either. So I call again, and get the exact same results. Now, I'm closing in on a month since I activated my two new phones and the one's I owe to AT&T are still sitting with me. I'm afraid that they're going to see that I haven't held up my end of the deal and charge me a penalty. I have tried to get these phones to them time and time again. The brick and mortar stores are no help as they just tell me to dial 611.