Concerning

I recently purchased the Samsung S24 and decided to attempt the trade in with the purchase of my new device as advertised by Samsung. While the commitment to how the process should be vs what is actually happening does not seem to match up. The communication was great up until I sent the device off with the courier (courier arrived 1 hour earlier before I received notification and the waybill). Since then, it has gone silent! After emailing and not receiving a response and then having to call in I am now told that my device is sitting in a backlog? Besides the fact that I am concerned that there has been no absolute confirmation of whether my device has actually even been received, I have no clue around where it is being stored? How it is being handled or even when this transaction is going to be concluded? This is something that should be communicated which assists someone in making the decision if they even want to go with this process, as opposed to upfront bells and whistles which are not the complete picture of the actual process!!