So, apparently after googling " att phones not being received back by mail", this is a very common problem!!! I upgraded my phone on Sept. 30th, 2015 at Best Buy and had no problem at all at their store. The rep there told me to factory restore the phone, include the battery, and unlock a particular setting on the phone(which he did for me), and simply put the phone is the prepaid envelope he provided me with and drop it in the mail box at my branch... simply right?? well no.. I got a text on oct. 10th and now nov. 1st stating that my phone still has not been returned and i am about to incure the charge of 191.00 on my next bill. well i call today and give them all this info i just told u all, and of course they think i didnt return my phone because i theres no way to track it and theres no notes in the system. i did what i was told and basically they are telling my they cant see anything so i may be paying the charges cause it looks like i still have my phone. well duh, it looks that way, but why would i not turn in a phone knowing that i am going to get charged for it!!! i ve been a customer for over 10 years,and also have direct tv, and very loyal, and pay my bills!! i am about to cancel everything. if this is a very common problem, whey the heck would they question me and treat me like i never returned it?! i am so unhappy and will be joining everyone else with the fighting to take this off my bill problem!!!!!! after doing more reading, the darn tracking number they keep asking for does nothing!!!!
[Edited to comply with Guidelines]