Switcher Program has my phone but denied reimbursement

I switched from Verizon to AT&T wireless.  I handed over an IPhone XR that was only a couple of months old.  The AT&T rep assured me I would be reimbursed the $612.36 that was sill owed to Verizon on that phone.  I submitted my "final bill" which clearly shows the one-time charges for my phones ($612.36 for IPhone XR and $108.60 for an IPhone 7 Plus) not paid off, and then also clearly showed the regular months monthly charges were zero.  It did also show where those regular monthly charges were removed. It Specifically says...

This Month

One-time charges $720.96

Monthly Charges $0.00

$201.26 less than last month

     -62.40 from removed plan

     -138.86 removed lines

Surcharges $0.00

Taxes and gov. fees $0.00

$720.96

This bill meets all the requirements for this to pay out but they have now denied me twice because the bill does not specifically say "Final Bill". 

I spoke with an AT&T customer service manager who agreed I meet all the requirements and he transferred me (to the wrong department) and then that person sent me to the number for the switcher program (855-749-0884), but all that does is put you in an endless prerecorded loop, and never allows you to talk to a human.

I am really starting to regret my decision to switch and need reimbursement for the IPhone XR that AT&T took possession of or they need to return my phone.  

Can anyone help me here?