iPhone Trade-In Not Received By Apple

I sent my iPhone 15 Pro to Apple on 09/21. They received it on 10/2. I got an email on 10/3 stating I have only a few more days to return the device. I called Apple and they started an escalation. Fast forward to today 10/6, I get another email that I have one more day left to send the device or my loan will resume. I called back Apple. This lady had me on hold for 20 minutes with no solution.

My brother’s trade-in is following the same path. We are in two different towns, with two different orders so they aren’t connected but experiencing the same.

Is anyone else experiencing this and do you have any suggestions? How can Apple hold us to 14 days when they cannot handle the 14 days themselves?