Two tracking numbers for device trade-in shipping

Hello.

I recently started a trade-in of my old phone with Cox. Asurion sent me a trade-in summary email telling me how to ship the old device. The email contained a UPS QR code as well as a link to a UPS shipping label for drop-off.

I went to a UPS store and their staff scanned the UPS QR code to ship my old device. Then, I realized that the tracking number from the QR code is different from the shipping label for drop-off. Besides, the trade-in status in the Cox account page monitors the tracking number of the drop-off shipping label rather than the one of QR code. As a result, even though the package has been already delivered, the trade-in status is still stuck at pending.

I have contacted Cox mobile support many times. Each time they gave me some different answers. Some told me to visit a local Cox store to update the tracking number (I tried and they couldn't). Others told me to contact Asurion (I tried and they asked me to contact Cox instead). Today, a representative asked me to patiently wait for the status update.