Absolutley horrible customer service experience

It doesn't sound like a typical problem.  

Without knowing why it was, I can't comment further.

Unfortunately, not enough characters for the full story so here is the shortened one. Upgraded my son's phone from 5C to 6S. Returned 5C back to AT&T due to Next plan. Received email that phone was not recieved but was told by CS rep that is was and will be fixed on next bill. Next bill had $130 charge for missing phone. Spoke to a couple more reps but eventually transfered to customer relations. Devon (CR rep) told me to drive to the store to get the tracking number cause he did not have it. After some more run around with Devon, I went to the store to be told that they do not have it since it came from corporate. Spoke with a couple of more reps - Michelle [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.] (actually helpful) looked up the RMA to find that the phone was received by AT&T so she wiped the charges.

I wish I could say this was a unique occurrence. It's rare, but it happens. Fortunately your phone was found.  Not all of them are.  

Glad it worked out.

While it is "wonderful" that my phone was found, I find it absurd that someone from customer service would take an action that angers the customer more. Telling the customer that the only course of action is to go to the store when he knows dmn-well that it will not help is horrible to the customer. It not only wasted my time and money (through gas) but it does nothing to help the situation other than get the customer off the phone. Ridiculous!!!!

I have seen to many of these type of posts, from Verizon forums as well, it isn't just ATT returns that get "lost"

The return system has too much room for error, other parties involved,  no insurance option on the package, no accountability on the receivers end.  Most employees are as frustrated as you are, and know less, as you discovered.  

Lesson learned - never again use the trade in, mail in services.  

Side note, I won an eBay auction for a new phone.  After 8 days in the USPS system, tracking it going nowhere slowly, it was marked as "destroyed in shipping" and the box portion with label only returned to the seller.  Fine for me, but this seller was out a $600 phone.  I wouldn't use the USPS for shipping anything of value - personally.

I sold 3 cell phones this year, shipped UPS.

Sounds like every interaction I have had with ATT. Horrible, rude, uncaring employees that I've stumbled across every single time.