am i the only one who has traded in a phone and AT&T "has no record of it" and charging me for a phone they have?

AT&T has stolen my phone, we traded in store for a new one, and they are saying we did not trade one in. We called in June, they magically found the said stolen phone and gave me credit and said i would receive reimbursement for the previous billed installments. i trusted this, and July bill comes and its back to the original amount. I called AT&T again, they are now saying I didnt turn in the phone again!!!!! I have been a long time customer of AT&T and i will be leaving and letting everyone i know to not use at&T, its been reported to BBB also, and i am going next week to file a police report. This is craziness!!! Burlington NC store: Melissa D, Florida store: Ashlee, Phillipines store: Rica, and San Diego store: Hayat all are liars and will not help. these people need to get a new job, they (Edited per community guidelines) at customer service.  I traded the phone in Burlington,NC store with Melissa D. This is who i will be filing the police report on, since we gave her the phones in person. Is there another step i should take before going to police department next week? 

Thanks

Stephanie