Returned phone swapped out

I returned my phone on 11/26/2023. I received an email 2/2023 stating AT&T didn’t receive my phone. I called AT&T support and provided my tracking number, they stated the phone was picked up by their agent. I reviewed my bill today and was charged for the phone. I call AT&T today inquiring why they are charging me for the phone, and they then state they received the phone but the phone was a complete different phone. They sent me pictures of the phone and it was a broken up Samsung phone. I spoke with two representatives and they could not do anything, and would not credit my account. I will be escalating this, and leaving AT&T after 15 years. They have a scam going on and people are taking advantage of people, and the customers are being penalized for this scam