Returned order back to Att

I ordered an IPhone through ATT.com, I received the phone and the speaker was not working. I spent hours on the phone that same night with ATT tech support and Apple, these people were very helpful but the department I needed to talk to make exchanged was closed.

Next day I called when they opened. Spent hours on the phone and I was told I couldn't get a new phone until I returned the defected one. I immediately sent the phone back. I called back a week later, they recieved the phone but never refunded my money for the phone that I paid for. I received my bill few days later. They had charge me upgrade fee even though I never upgraded and I called ATT again and I was told I was charged for RE-STucking fee too.

Are these people employed by att ignorant or plain incompetent? Seriously, after being on the phone hours and hours and speaking with at least 5 reps 2 techs and 3 managers. No one bother to read the notes on my accounts when the phone was received by ATT? I was promised all my money were going to be refund. A month later, still nothing. I do my best to not talk to Att and pay my bills on time because they obviously do not have any authorities to take care of any problems.