Samsung complaint: Trade In Rejected

In March Samsung had a huge discounted trade in offer. I took advantage of this and purchased a new phone with the value of a 550$ trade in phone.

I recieved my new phone in the mail and transferred my data. The phone is in like new condition as it still has some of the plastic that it comes with on, there are no knocks, cracks or damage to the phone. It took me 3 calls to the 1800samsung number to get a printable trade in shipping label, when I finally sent the phone and I had it reviewed I forgot to factory reset the phone. I am then charged 550 $ when I called the 800 number to try and work something out, I’m told I can request my phone back and try to send it back again. When I do this, I’m told I will not be getting another shipping label because I requested the trade in back after I was advised by the Samsung rep to do so. When I got the phone. Back it was already erased and factory reset. It doesn’t. Are sense that it still cost 550 $ to do this. I believe there should have been a reasonable charge yet not to completely reject the phone and provide no other solution forcing the customer to pay the full trade in balance, and or give the opportunity to resolve the issue even though it’s already done.