Claim they didn't receive my phone

At&t does have the smart label tracking. 

The only way they can reasonably charge you for the phone, is if you did not take it to the post office and get it checked in. Once it's checked in at the post office the tracking is picked up by newgistics and then back to AT&T.

    If you dropped it in the mail slot or had it picked up at your door or something there is the possibility it was never checked in by the Postal Service. In which case you are sunk.

So fingers crossed, make AT&T look a little harder by filing a Better Business Bureau complaint online.   As the shipper (At&t) is responsible for the package on E its in the system. 

Good luck

am currently going through this right now. I have a RING camera video of me speaking to my mail person & him scanning the phone package & taking it. Of course, USPS doesn’t have the ability to print receipts from their home pickups. & ATT says they don’t keep tracking info nor did they tell me I needed to keep a copy (if I needed a copy, why wasn’t a copy provided). USPS says the purchaser of the return label is the only one who can gain access to it after the fact. Sounds like ATT is running a scam. 

It’s obviously an common issue on their end that they don’t care about. I smell a law su!t coming. 

This happened to me recently. They didn’t bill me for the phone until 4 months after I sent the phone in. First person I called said there was a box with no phone, 2nd person said there was nothing and no tracking number, 3rd person said there was nothing but provided me a tracking number, magically. I then called usps who said they only hold onto tracking numbers for 120 days, ironically AT&T charged me for the “‘missing” phone 120 days after I sent it in and when it would of been originally received. 4th person at AT&T miraculously found my missing device and reversed the charge on my account. Call usps, file a claim with BBB, make AT&T aware that you have filed this claim and will continue to make noise until they find the phone, and keep putting pressure on the customer service reps. Do not let this company scam you or bully you into paying anything. 

This is happening to me right now . It’s unreal how many people are being scammed by this “we didn’t receive your device” ploy from Att . Thinking of getting an attorney involved. 

It's not a scam. Usually "we didn't receive your device" means "your device wasn't received at the correct place."

File a BBB complaint, if AT&T received your phone, the person handling that complaint can get it fixed.