Newgistics - no tracking info

I've been dealing with this issue for a month now and I dont know what else to do.  I've been fighting to exchange a phone I didnt like.  Was told conflicting info over and over and FINALLY got someone to let me exchange it even though it had been past the 14 days period due to all the wrong info I had received (was told i had 28 days if i got the phone by mail which looks like I was told incorrectly).  Anyway, I was told to ship my phone back which I did on 1/2.  It was picked up from the post office 1/4 by Newgistics.  Now Newgistics tracking is sitting still since 1/4, dont know where my package is, no idea when it will be delivered to AT&T.  Then if it FINALLY gets there, I still have to wait for the phone to be processed, do a new upgrade and wait on the shipping of the new phone.  This is my WORK phone and also the ONLY way my kids can contact me.  I've been a customer FOREVER and this has been the most frustrating situation.  After reading all the poor reviews and complaints on Newgistics, makes me worry my phone is lost.  Can't get any answer from anyone.  Already talked to USPS who told me Newgistics picked up the phone from my local post office.  Help!