Check order or trade-in return status

I returned my old phone as part of a trade-in on Sept 24th using the box provided by ATT with a label provided by ATT. The returns agent for ATT is a company called Pitney Bowes so the label has a USPS tracking number and an additional tracking number below it for the shipment company which is the one listed on ATT website. The first tracking number says that USPS handed off the phone to the returns agent on Sept 26th. Pitney Bowes company delivered on Sept 30th to LaVergne, TN facility. On the ATT website the tracking still says it is in transit while the tracking number links to PitneyBowes webpage to show that the phone was delivered.

The agent I just chatted with has no access to the tracking info that ATT has provided me with and is unable to see any of the info related to Pitney Bowes delivery. The agent only sees that USPS handed off to a returns agent on Sept 26th!!! The reason for my post this year is that last time I traded the same thing happened and despite multiple calls and chats with agent it was not getting resolved so I was forced to file a BBB complaint and the matter was immediately resolved. As is obvious scrolling through this and other forums that this is a recurring issue for many customers including ones that have stayed on for more than 10 years.

It is unacceptable that this issue persists despite all these complaints and that the agents do not have access to the tracking info that is provided to the customer. How is it that the customer can see that the phone is delivered but the agent cannot ?  It is unfair to the employees of ATT that they have to listen to our complaints when clearly it is a big systems issue. Why do we have to jump through these hoops to get the trade-in credits each year ?

Hoping that I don't have to go through filing another BBB complaint this year.

Quick update.  Filed the FCC complaint.  Got a call from the "Office of the President" within 24 hours.  The person on the phone reversed all charges without even asking what my problem was.  I won't see the results of this until my next bill in 4 weeks.  But assuming this works out then I am very happy that I found this thread.  And I am very unhappy that AT&T runs their business this way.  Can you imagine how many people don't do this and get stuck paying for a phone that is "lost" somewhere with their sub-contracted return company.

Also, this morning I just got an email from AT&T letting me know that they have not yet received another phone that I mailed back several weeks ago.  Luckily this time I have a picture of the shipping label and a screen shot of the USPS web site showing that the package was picked up.

I would say that this is unbelievable but reading this thread I would say it seems to be par for the course.  I had posted previously about a return from a year ago that I had issues with and that the office of the president called and resolved it immediately.  A few weeks ago I upgraded this same line (iPhone 13 -> iPhone 14) and returned the phone.  Yesterday the return company sent me back a Nokia that looks 10 years old and said that they couldn't upgrade it.  I called Customer service and spent 45 minutes on the phone going around in circles.  So hung up, called the office of the president number that I was given as part of the FCC complaint.  They guy that called me told me to call if anything happened.  He did not call me back so I am going to file another complaint.

BTW - Their customer services is completely incapable of resolving these issues so don't waste your time with them.