AT&T Device Replacement return lost?!

[goober84]

Okay, had the infamous "Pink Line" on my S7 Edge do filed a warranty claim through AT&T, received the replacement device and it was "Dead On Arrival" so filed another claim through AT&T (after an hour of them treating me like a child) and sent that first replacement device back. My second device arrived, worked fine so I took my old phone and put it in their box and sent it back.
Fast forward 2 weeks (this morning) and I received an email from AT&T stating they have not received my replacement device and I would be charged for it. What can I do?!

 

[cohoman]

Did you get a shipper tracking number when you shipped the phone back? If so, you could track the delivery of the shipment.

 

[goober84]

I did and I called this morning, immediately escalated it up to their supervisor and he finally found it claiming, "they forgot to log it in as received" last week. God, so shady it's unbelievable but I asked for confirmation to be sent. (BTW, received both of these emails this morning)

 

[TWC42]

Seems to be a common issue on phone returns. Have read numerous posts where the returned phone was "lost". So much so, that if I ever had to return a phone, I'd hand carry it to a corporate store and get a signed receipt for it.