Iphone 11 shown as deviled but not received, asked to contact my credit card company myself

Iphone 11 is shown as deviled by USPS but not received.

Contact customer service on Sep 28th, 2019 and they promised to send me a new one without any charge. They told me they will block the original phone and call me back by Sep 30 to confirm shipping.

I didn't receive any call by Sep 30th, 2019, so contact the customer service again, told me the phone will be shipped within 48 hours and will call me within 1 hour to confirm the address.

Didn't receive the call or any message by Oct 2, the customer service told me they won't do anything regarding the phone and asked me to contact my credit card company myself.

Been with ATT for 4 years with 9 lines and feel so bad when encountering this.