Trade in phones apparently lost in mail

I have the same issue with AT&T. I have been with them for years. I just recently upgraded my Iphone X and mailed back the other phone. I have tracking number and a few cases with AT&T in reguards. But apparently it has been since end of september going on 4 months and nothing. Now i am being charged almost $600 for the phone i returned. Their customer service at this point is very poor and can care less about their costumers. How can i get this resolved. 

I am going through this as well. My wife returned a phone and we were charged full price. She did not use their label but upgraded to another with tracking. She taped this thing like a mummy. They had the audacity to say the box arrived empty but the weight on the receipt matches that of the phone. Go figure, my samsung s8 dies 2 weeks later and I'm hesitant but we sent mine back as well, same process only she video taped herself packaging the phone and sending it WHILE IN the post office, with the postal employee in the video! They are now charging me for both phones, turned my services off and are giving me the run around. They said our claims have been denied. 12 years a customer and never again. I have 3 services with them and they are losing me for life.

After months of hassle, over a dozen hours wasted, late fees and service termination, I filed a complaint with the BBB and got a call from the office of the president at ATT and she resolved my issue immediately. They made it right, but it shouldnt have come to that. I will still be going to a new service after this NEXT trap is over.

I have been trying to return my Next trade-in since September, using their packaging and label in the time frame allowed. The first time it took almost two months to receive it. I came home a few days later and they had shipped it back to me with a notice that it was received too late and they charged me the remaining payment amount of $575. I spoke with someone in their Customer Loyalty department in December, who generated another label for me to return the phone. I took it to the post office and got a receipt on 12/8. Today is 1/24 and it still doesn't show it was received, but I just got notification from UPS that AT&T is shipping it back to me again! Apparently it was received for the second time and rejected. I spoke with Customer Loyalty again and they want to generate another return label when I receive the phone tomorrow! This is insane. At this point, they should remove the charge from my account and accept the phone or let me return it to the store. I have spent hours upon hours on this issue with no resolution. I think legal action needs to be taken. I will try the Better Business Bureau someone recommended above.

I am ready ***** to uncover this problem ATT seems to have when phones are returned to them. I have been dealing with this same issue since 10/18 and all I get is a run around from them. Twice I was told yes the phone is here. It is in the Dallas Ft Worth warehouse. Well apparently someone forgot to enter aomething in the computer so it cant be verified. I have to pay the bill, I refuse to ler them ruin my credit. Loyal customer, also Direct TV but not for much longer.  I will be owes restitution foe this anguish I have been put thru. I dont like being called a liar. I dont like having to make a fool of myself by going to USPS and begging for records of the day I shipped it. I didnt like breaking down in tears at the local ATT store. I dont like having to pay for something that is sitting in the Dallas Dt Worth warehouse.  I have been promised twice that this is to be fixed in 2-5 days which never happens. I have apoken with 19 representatives that cant get it right.  Shame in you ATT.  You have put me thru 3 months of angst. You are not a customer favorite

[Edited to comply with Guidelines]

And this was not a used phone it was a brand new phone returned the day after I received it just as I was instructed by ATT. 

If you feel you have exhausted all options for resolution within AT&T, there are outside agencies that can help.  These agencies also track for patterns of abuse so by filing a complaint you are helping all your fellow customers:

https://forums.att.com/t5/Wireless-Account/How-to-Submit-a-Complaint/td-p/5794307

I am having the same issue! 500$ out of pocket for something I actually did and spent four months explaining. Very frustrated with my phone. Don’t want ever do this again. This is a commitment to be charged more.