FedEx returned my upgrade to AT&T; can't upgrade...

My phone stopped working so, I decided to use my eligible upgrade. AT&T wouldn't accept several addresses for the rural location in which I live. I eventually got one that the order form validated. Great. According to the tracking info provided by FedEx, the address AT&T accepted was invalid, so they returned it.

I waited on the Ordering Customer Service Line (800-331-0500) Tuesday for several hours. Got an escalation ticket (ERAM177600000227) because the rep said none of his supervisors could push a reversal through. I explained nobody would be able to call me, due to my phone issue, and I have no other line I could be reached on. He said they would email me in the morning. Wednesday morning, I got a text that my ticket was resolved.

Extremely frustrated, I waited until today, where the return shipment shows my phone arrived at AT&T in Fort Worth TX, and was signed for. I still cannot seem to upgrade, and the rep told me I wouldn't be able to upgrade online or in-store until the phone made it back to them.

Attached photos are of the initial shipment to me, and then the return shipment.