ATT Phone Trade In - Never Received Trade in Materials and Can't Get Through to Customer Service

Does anyone have an email address for the phone Trade In Programs?

I ordered my materials two weeks ago, they never arrived, and when I track them online it says my phone is in transit to AT&T.

I have called numerous times (the line says its experiencing high call volume and then hangs up), tried to chat customer service (it will say there's a two minute wait time for hours), and went into TWO brick and mortar stores where the personnel said they couldn't help because I had already initiated the trade in online.  AT&T is the absolute WORST.

Can someone help here?