All my calls to att via 611 are not showing up on my bill?

I preordered an IPHONE XS max that they shipped via FED EX and left on the front of my apartment building on the 21st of September mind it this is a 1500 dollar phone that was simply just left on my doorstep without a signature required or anything. Anyways i never received the phone that fed ex said was delivered I called ATT immediately and reported this spent 3 hours on the phone with a "representative" int he end i was told a case would begin on their part to find out what is going on, I called back a week later to find out no case was started because a manager needed to approve a case to begin so on that day i was told they would definitely be creating a case yada yada yada long story short i finally got them to begin a case 30 days after the said delivery date only to find out after several calls again the case was closed because they couldnt track any usage on the phone however they didn't remove the phone from my account and i'm still responsible for the phone because 30 days have passed since the delivery date of the phone which makes absolutely no sense to begin with since i know for a fact i reported this to ATT the second i found out i didn't have the phone, i havfe called ATT roughly about 20 times on this exact issue but none of the calls made via 611 are showing up on my bill which i will need to have in case i need to take this to small claims.

It's no surpise to me. It's AT&T. Worse comany ever. Seriously never liked them as a consumer and even worse for business. I cring whenever I have a client who's backend ISP is AT&T because their customer support is terrible and there's so many divisions that no one knows anything about the other and it's all a punt the football to the other department and it goes on forever. I couldn't tell you what's the best thing to do other than complain and ask for supervisors.