ATT said “they didn’t get it” a returned phone

The USPS labels have a tracking number which would show if the phone was received at the post office. If you have that evidence, it doesn't matter if the phones were received; all you have to do is ship them. 

File a BBB complaint to get in touch with someone who can apply the promo based upon shipment rather than receipt (assuming you meet all of the other requirements).

Hello @Kjm2529, we do understand that shipments can get lost in the mail and can be a frustrating experience. 

You can receive a refund for mail that is lost or never delivered to its final destination as long as the package is insured. Collect on Delivery (COD) items, registered mail with insurance, Priority Mail Express, and other insured mail services are eligible for refunds via the USPS claim service.

You can check the track the status of your trade. You can also, call the AT&T Trade-in Program at 1-888-445-6005 Monday through Friday 7:00 AM through 7:00 PM CST or Saturday through Sunday 9:00 AM through 5:00 PM

Please let us know if this helps, and if you have any other questions, please reach back out to us. 

Holcy, AT&T Community Specialist

WE HAVE CHANGED your account $1555.54 !!!  This is just unbelievable 

I received this email today, 2 month after I sent the phone back. The person at AT&T, actually ordered the wrong phone. I return brand new IPhone  phone back on May 19, 2023. I used free USPS return shipping labels from ATT sent me. And 2 month later i got this : “We've added charges to your account  Because we have not received your previous PHO APL IPH 14PM 1TB  for ( phone number), we have charged your account $1555.54, which you will see on your upcoming wireless bill” I tried to call customer service, but nobody answered. ATT store, can’t help. I don't have that kind of money just to pay 1555$. 

@Hlettera 

I'm sure people are getting sick of me writing this but I do every single time this particular question comes up:

Anytime you have a package you take it to the post office hand it to someone over the counter and ask for a counter receipt.

Without proof that you took your package to the post office, and got it checked in by handing it over the counter You are responsible for paying for the phone.

You should never just drop something worth $1,500 in your mailbox, or in one of those blue overnight post office boxes. None of us would do that with cash so why on earth would we do it with a phone that is factory reset that any thief could steal and use?  

Use a credit card to pay the bill. Buy cheaper phones. Saying you can't afford it means you shouldn't have bought a $1,500 phone to begin with. (That's the mom lecture that goes with every '... I can't afford it...' comment)

Yes. Same thing. Used the label out of the box. They say they didn't receive it and now are billing me 799.00

Hi @Veronicamerritt07, let's take a closer look at what's happening with your credits!

We just need to verify some information for security purposes before proceeding. If you'd like to continue working with us here in Community Forums, , just let me know and I will send an authentication link.

If you'd prefer to authenticate by phone, please provide your phone number and I'll be happy to reach out.

Thanks! Joseph, AT&T Community Specialist

I see I am not the only one that AT&T is trying to rip off by claiming they never received the phone I returned for an insurance claim. Seems to be a lot of customers complaining about it recently. I am extremely disgusted with AT&T and their incompetent so called customer service. I am actively seeking a way out of my account with them after more years than I can count if they don't get their act together. I have called their customer service several times over the past few years with issues that have as yet STILL NOT BEEN RESOLVED!!!

We are in the midst of this now! Store employee said we were eligible for an upgrade but the phones he ordered for us were in reality not the ones we were eligible for. Tried going to every ATT store only to be told I can't help you return the phones. You have to mail them with their label. We did. Put 2 phones in the same box, their label. Got a credit for ONE phone and not the other, was in the same box!! Who stole the 2nd phone at ATT!!  Now want to charge me extra per month on a returned phone!! Canceling and going to another provider.  Scammers

Wow. I can't believe this happened to alot of customers of AT&T. Same thing happened to my husband's trade in phone he returned it and they say never received it so they charged us 900. They ask us a tracking number but we didn't have it unfortunately. Shouldn't they have record of it when they sent out the package and the return label? This is frustrating. I am thinking of switching to another network. This is the second time it happened and before the store has it.