Returned to Webstore

I had a device return from August. It is February. I can not get a straight answer to where my device is or where my trade in bonus or device bonus is. It certainly wasn't applied to my new account I opened when I traded in that phone. They say it's in transit but I've shown proof of delivery and Canada Post tracking that shows they have had it a week after I sent it in back in August. My next steps will be pursuing legal action and using them in small claims. I suggest doing the same. This is ridiculous BC I came to this forum to see if I could find help here and the first post I see is someone else with the same problem. Unacceptable, unbelievable. Good luck with your battle.