USPS stole my trade in phone

Hi,

I put the trade in phone in my collection box on Sept 20 and the USPS man took it at the same day. After 2 weeks, there was no update status in my account as well as USPS tracking. So I decided to report to USPS and they told me to contact Hyla. I called Hyla on Oct 7th or 8th, the agent told me that they received my package but they haven’t opened yet. Oh, that’s a relief!!! Just because the problem system and they received my trade in device. The nice agent told me that I don’t need to do anything, just enjoy my life and wait. Oh yeah!!! BUT NOOOO. After more than a month later, USPS sent me a mail that included my label and a paper: they found my label ONLY without the package at their warehouse in San Francisco. And USPS told me that I can go to there office to get the SHIPPING REFUND. What??? I can get the shipping refund but my trade in device credit???

- 1st: I did exactly steps what AT & T tell me to do to trade in my device. And now, my device gone forever and for nothing. This is not my fault because  I do everything you ask me to do. I think AT&T got the experience about customers lost their phone like this (after my phone was lost, I searched and realized that not only my phone was stolen). Why AT&T doesn’t change the method of trading device?

- 2nd: this shipping method doesn’t include insurance, why AT&T ask customers that they want to pay a fee to include the insurance or not? I think the trade-in device is cost a lots of money and paying a small amount of money is not a big deal.

- 3rd: what should I do right now? I contacted AT&T CS and the agent gave me a number phone to call but I called and couldn’t speak with a real person.

I hope somebody can read my comments and give me some advice.

Thanks and Best regards,

Tam Nguyen