So far I've paid $650 for a refurbished phone

I am new at this so excuse me if I've posted incorrectly.  I'm frustrated.  I've been with ATT over 10 yrs.  My Iphone 4S crashed and wouldn't charge so I went to my account online to check to see if I could get an upgrade.  Wasn't time so I purchased a refurbished 5S from ATT for $324.74.  Within 5 days of having the phone I could tell there was something wrong with it, so I called to get some help.  Rep I spoke to was very helpful.  She was surprised I had paid for the phone since I had been with ATT so long but I had, nothing I could do about it now, but I did want one that worked.  She agreed, transfered me to another group to get me a replacement, happen to stay on the line and glad she did because that person the minute I said my name hung up.  She said she had a feeling they would, so she got me to someone else, who said they would send out another phone but would charge my card another $324.74 until I sent the damaged phone back in.  I had no problem with that, never had a problem with ATT before.  They sent another phone, I printed return authorization, took phone to Post Office and received and email saying they had received the phone and the refund would be in 5 to 7 days.   This was 5/30/14.  On 6/17/14 I called because my card hadn't been credited and a investigation was started by Aaron, he said the refund should have been given and that someone would contact me within the week to handle it.  I waited, no one called.  So 6/24/14 I called again....spoke at Jennifer....she informs me I will not be getting any refund because I returned a damaged phone!  No I didn't, I returned the same phone you originally sent in the original wrapping, original box, original outer box, and paperwork.  I asked what was damaged, she didn't know, I asked to speak to supervisor .....who also didn't know what the damage was but, she did know that I wasn't getting any money back.  So now I have one refurbished 5S that I've paid $650.00 for and no answers from ATT and still can't get anyone to call me back even though I've asked the supervisor to have someone call me.  I need help or I will be moving all 5 lines I have will ATT somewhere else.  I don't want to but enough is enough.  Over 10 years and I can't get anyone to talk to me about this!  Any help would be greatly appreciated