ATT Trade in program a joke! Will never use this again. Claim they can't find trade in

I have been trying for almost a year to get my $50 reward for trading in my Series 5 Apple Watch. First they said it'll take 4 months for it to show up on my account, this was in February. I originally sent it my trade in in December 2022. Then in July tried again and they told me I had to go through regular customer service and not the trade in side. So today, 9/27/23, I called and they are sending me back to the trade in area because they claim they can't find the information in the system. They claim it's because I didn't trade in the watch at the same time I decided to buy the new one and also because I did it online through ATT Trade in vs in the store like (Edited per community guidelines)? I had an iPad I traded at the same time and it went through just fine but somehow my watch was lost. I'm thinking possibly an employee stole it but who knows. It doesn't give me a good feeling.

Shouldn't it be better going through their online platform?? So I am at a loss. It's not become a principle thing more than a money thing but it's nice to see that I am not alone here. I have been with this company since 2001 but this is making me really think about heading to another cell company because this is awful. Does anyone have any advice? Is there a way to make a complaint anywhere or do we all just have to live with this horrible service and never use it again.