AT&T Refuses to honor return of iPhone 6S

I purchased an iphone 6s on 9/12/2015 via AT&T premier online website. After receiving the phone. I decided to return the device. I shipped the phone back on 10/1/2015 using the included return label (Newgistics -via usps).

The tracking information has shown that AT&T had the phone since 10/5/2015. However AT&T has informed me it would take up to 30-days to get the phone processed and charges to be removed from my account. We opened a case to investigate with the tracking number (had to open a few cases because the tracking information was not included).

<I apologize some of these contact dates may be a few days off. I have also called more times then listed, but often AT&T disconnected on me between transfers or no additional information provided. (mind you these calls are all over a hour long). Essentially with the same answer of please call back to check the status, it may take up to 30 days to process the return. >

Recently:
10/2X/15 - No record of a tracking number. Apparently a step they do no tell you in returns is to keep a copy of the return tracking number. I spent many many calls locating this tracking number that AT&T provided for the return label. Horrible accountability.
10/2X/15 - Representive was able to find the tracking information, and claimed they have found the phone, but it was not properlly associated to my account. Ticket was opened to have the 'unclaimed' phone added to my account.
11/04/15 - Followed up and was put in contact with "warehouse" department, and representive said this happens alot and the phone should be around but may take a long time. Said billing will be able to credit the account as the package is recieved.
11/05/15 - Reopend a case that now included the tracking number.
11/11/15 - Notice that device not scanned therefore unable to credit.
11/16/15 - AT&T is now claiming that the box was empty. No details nor proof given, denied when asking for more information on the package and proof.

I have returned two phones at the same time for different lines on my family share plan. The first happened without a hitch and completed in less than a week.

Newgistics is unresponsive. I have sent multiple emails and voicemails.


ATT has just told me to wait longer. It has been a horrible experience. I have been a customer with AT&T since cingular and with a monthly bill of approximately $250 with 7 lines of service. ATT is charging me $800 for a phone that was shipped back to their warehouse but "unscanned". ATT also refuses to open a case to determine details of this missing phone.