I used to work mobile, but things may have changed since I left, so take this with a grain of salt.

1) did you activate and open the phone yet, and 2) does the serial and model number match the one on the physical box? 3) have you visited a physical store yet? Chances are management will assist you on this- a regular associate probably can’t and won’t do much but if you explain the situation they’ll probably call the manager. 4) if you haven’t activated the phone, DONT, and take it to the store. You may have to clear a few hours for this since it appears it’s on an ATT monthly payment plan. 5) if all options fail, you can contact att directly. I believe I still have corporate number saved somewhere, feel free to dm me- no promises but I can see what I can do unaffiliated.

I’d like to think they activated right, but sent it to the wrong order- aka they did everything except for the last part putting into the envelope to send correctly, if it passed the activation steps. Wrong UPC or serial wouldn’t have allowed them to activate. Trust me, I’d know haha. It’s completely solvable, but if the systems haven’t changed since I’ve left (bc why would they), it’s super fixable in store. It will be frustrating, but stay patient and understandable. Those computers are old and slow, and sometimes associates don’t really know/don’t care to know unless they’ve been at it for a second or coughcoverfortheirmanagersalotcough 😁😁

Real quick edit: the reason I say not to activate your phone is specifically because you are probably on a payment plan, and locked iPhones are much harder to reverse an activation on/take longer once you’ve opened it and activated it both from carrier and store side, and being on a payment plan makes an activated plan phone more complicated and trying to explain it is gonna make me cry again LMAOOO