Trade in device Issue
I ported 2 numbers from Verizon to AT&T last year October and enrolled in trade in program. AT&T had a deal for $700 trade in (per phone) for porting from other carrier and getting an unlimited plan. AT&T sent the shipping label through mail and used the same to return the device. For one number I started to receive the trade in credit but for the other one still I am not receiving any credit. When I called the customer service (611) they said they can't help on this and transferred me to the Trade-in department.
I mentioned the issue with the Trade-in department and they said they never received one of the trade in phone and asked me to raise a complaint with USPS. I raised the complaint with USPS and they responded back saying the device was successfully delivered to the sort facility in Nashville, TN and ATT needs to contact HYLA MOBILE.
I provided these details to the ATT trade-in department and they said they have raised the case and they will respond back in 48 hours. It's been several weeks after that and I never received any response from ATT. I tried reaching the ATT trade in department couple of times after that and every time they mentioned, they have to create a new case and they had no idea on the old ones I reported. Recently I called them again and they just cut the call as I was speaking to them. It's also not easy to call the Trade-in department directly through (Phone number hidden) number and I have to call the customer service (611) and ask them to connect to the Trade-in department.
Is there any other way to escalate this?