Order help - Returned New IPhone 12 through Return shipping Label provided and waiting for it to reflect on my account to order IPhone 14

Hi, 

Our company is a member of ATT Premier. I was pay my bills through ATT Premier site. My lines are due for device upgrade every 2 years. I ordered an IPhone 12 in last week of august, 2022 upgrading the line for another 2 years. When IPhone 14 pro max got released next, it looked worth upgrading to that. So i request a return shipping label as per the provided instructions and returned the device. 

Its been 3 months, the device got delivered to ATT return warehouse as per the RMA tracking number provided which shows that USPS has handed it off to Newgistics and Newgistics has delivered it to ATT return warehouse. ATT Premier reps arent helpful since they couldnt track by RMA number and when they try to track with the attached USPS tracking number, it should that it was handed off to newgistics network back in Mid September 2022.

All i would like is to have my account made eligible to order a replacement device - iphone 14 pro max or similar. I have an active case id and there hasnt been an update in past 30 days. Where else can i go for help?

Many thanks.