AT&T is saying my IPhone wasn’t returned!

I return my Apple iPhone 12 Pro Max in January via USPS.

Via USPS Tracking and statement from the USPS Office, the phone arrived at the AT&T location a few days later after I dropped it off.  AT&T isn’t able to locate the phone at their facilities.

I requested to open an AT&T case in mid of January. This case is still open, and I’m still paying for a phone which doesn’t even have one.

AT&T isn’t able to locate the phone, and the customers need to pay for it. I want to close my account, but it isn’t possible because of this incident and open case.

Every time I call the AT&T loyalty hotline, they told me I need to wait until this case has been resolved. The only option to close my account is to pay the total amount of the phone, which I don’t even have.

Shame on At&T.