No credit for upgraded iPhones

We upgraded our 2 IPhone7s for 2 IPhone12s.  The upgrade site seems to be quite dishonest.  It stated that the IPhone7s would be a $300 credit each.  The online system did not process the trade-in on one of the upgrades and we never received a trade-in kit (really just a label for your trade in to be returned).  After 4 days. 8 hours on the phone with support, and many promises, we still have not received the trade-in.  I was promised they would send the info to my email and they lied.

The other IPhone7 was returned but AT&T said the trade in date was 2/9/21.  They didn't send the trade in kit until 2/20/21.  The Kit returns the Phone via USPS. The tracking for USPS indicates that is took 35 days to actually get it AT&T and AT&T took 4 more days to post the received date.  USPS is out of the customers control.  How could anyone return the phones in 30 days under this scenario.  No $300 credit.

This appears to be a rip off to get the customer to upgrade their phones under false promises and impossible restrictions on the return timing.

I would have thought AT&T would have been more reputable than this but I find many have upgrade complaints in this forum.

Also I cannot count how many time that Support disconnected the call and I had to call back and start over.  

This is the way a company gets you to stop asking for support and the account credits that were promised.   SCAM