ATT Cannot locate returned devices

Was told by an ATT rep to take my cable boxes/dvr's to UPS which I did. UPS gave me a "AT&T Equipment Return Receipt" which lists all 6 devices along with their serial numbers. On this form their is a Return Reference Number A6843P20200428145647. I also received a "Work Order Receipt" that lists the Reference number. No tracking number is provided. I have found the reason is that UPS waits until they have multiple equipment to return and then return it at that time to save ATT money. The tracking number is not generated until that time.

I have spoken to 3 different reps at ATT and none of them can located my equipment based on the Return Ref No.

1. One agent said to contact UPS which I did. They gave me the above info that they have been instructed to provide a ref number and bulk ship multiple customers equipment at one time. They said to call and ask for a supervisor at ATT because the agents dont know what they are doing.

2. Second agent sent me to technical support.

3. The technical support agent said they would work on it and call me back. She called back and said they were still working on it but she would call me back again. I have not heard back from her.

I need someone from ATT he understands the UPS / ATT procedures and can use my Return Ref Number and stop charging me for the equipment.