Never ending wait to reach the trade in dept customer service

Called trade in dept this 3:00pm and was told the approximated wait time is 5 minutes and after minutes it changed to 6 minutes and then 8 minutes, 2 minutes……it was 16 minutes before I hang up the phone. Waited for 39 minutes but no one answer my call. The online chat did the same thing, the wait time freeze at 2 minutes while I waited over 15 mins. If the wait time can’t help then why have it? I doubt if anyone is in the dept answering any phone. This was a ridiculous experience and it wasn’t the first time. COVID now can be beneficial as a good excuse as I see. 

I wonder how could I have the chance to talk to them since my and my wife’s trade in phones had be delivered on last Friday and this Monday respectively. The one delivered on Monday used the usps carrier and att shipping supply, it has updated statues as Received. However the one delivered on last Friday is still in transit and this used UPS label and my own shipping supply. The label is printed through the AT&T trade in site. I even attached case numbers and user’s information on each phones.