Who do I call for a real resolution to my case.

I have found no way for me to get to someone who may be able to help me. I bought a phone in June and returned it. AT&T reps can see that it was returned with the shipping label AT&T provided but then it never got to them. They also checked and know the phone has never been turned on. I have been on the phone with support MANY TIMES.  I'm always told a ticket has been submitted and it will be investigated and will take 14 days. I went through this process 2 times. No one ever called me or sent me anything about my case and when I call no one seems to know what happened with it. I've also been on the phone telling my story over and over to your reps.  Meanwhile, I am being charged month after month and I am paying for a phone I do not own. Last month, I gave up and I moved my service to Verizon. Now I am getting bills for the total cost of the phone from AT&T. I need for this to be resolved and I would like the payments I paid for this phone that was lost by your shipping carrier also returned to me. If this continues, I am going to contact the BBB, my local paper and start using social media to get some resolution to this. Its now almost 7 months from when I returned the phone.

Please do not give me a number for your social community team. I have already gone this route before as well and no one can really resolve anything directly from that team. I need to talk to a real person who can actually fix this now. There must be many help tickets associated with my name at this point and call history and I do not want to go through that process again as I have done it many times and it has failed. Please email me with contact info of someone who can help resolve this. There is no way I am paying for a phone that I returned with the instructions AT&T gave me. I understand that its a pandemic and there may be shipping problems but this should not be my responsibility at this point.

I was a good customer with AT&T for at least 10 years before this happened and have bought phones through the company before so not understanding why I would be treated this way.

I'm starting to read about others who have had this same problem. Please set up some system to help people.