Still getting charged at affirm after trade in confirmed in app


I've reported this to customer service about a week ago and I'm still not getting any help. I submitted proof of tracking/shipment and screenshots of it saying it's been approved in the app. I've spoken to 3-4 customer service reps that honestly just feel like theyre trolling me. They say they can't find any record of it for the most part and then at the end they magically find it, tell me it'll be about 1 or 2 days til I hear something. I've been told this at least a few times and I never hear anything back except for the original follow up asking for screenshots etc. I guess I'll file some consumer complaints. I really don't know how a company can stay in business like this...