ATT SCAM when returning Asurion Insurance claim device

ATT claiming my returned phone never made it to their warehouse.  Sure.  How is it possible that this can happen to so many people??  

Based on what I have read, and the amount of people affected, this has to be a SCAM!!!  Shame on you AT&T.  As a loyal customer for 20+ years, I don't really want to continue to do business with a company that has ethics issues.  This is not right and needs to stop.  Customer service is useless.  ATT themselves sent the shipping label but they have no record.  I will be filing a claim with the Better Business Bureau for sure.