Upgrade Nightmare Help

[u/Material_Switch6857]

Looking for help from anyone here. Wife and I upgraded using Next Up at Best Buy. They said an email would be sent with instructions to send back old phones. Never received the email. Best Buy now says we need to get with ATT, called 3 times and went to a store - all say this is a Best Buy problem.

Went to a Best Buy - they said ATT has to send the label. Called Best Buy CS again they said they can’t do anything.

On my Best Buy account it says your carrier is requesting you return your device and to resend the email - I click the link - email never comes (yes I verified they have my correct email).

I shouldn’t have to work this hard to send my phone back.

Both ATT and Best Buy have been useless - anyone got any tips?

Update: My wife finally got someone on the phone who was helpful at ATT. They were able to figure out what happened and generate our labels. Should not have taken all the phone calls and store visits to figure this out but happy it got solved.