On Aug. 18, I upgraded my mobile phone online. On Aug. 20, I received the new Pantech Breeze. I did the set up, activated the phone and all seemed fine. The only problem was I could not hear the phone ringing. I decided to return it.

On Aug. 24, I called customer service and asked if I could return the phone, if my new two year contract expiring on 4/19/2011 would be reset to a non-contract and if I would qualify for a new phone upgrade. The answer to all was yes.

I packed the phone in the same box it arrived in. I used the preprinted return label and took the box to the mailroom at my place of work on Aug. 24. The lady at the mailroom told me she would take care of it since it had postage already. I cannot say if it was UPS, USPS or Fedex.

As of today, according to AT&T, they have no record that I returned the phone. They claim that if they have not received it, they cannot reset my contract. I have an e-mail confirmation from one of the customer service contacts that they were going to credit the $18 back. As of today I have not seen the credit.

The issue is the non-receipt of the returned phone. What am I supposed to do now, stay in a two-year contract for an upgrade of a phone I do not have?

I just want to have my contract reset to a non-contract basis so I can have the option to upgrade or change wireless companies without the $170 charge for cancellation.

-- Josefina de Lage, Miami

A.We contacted AT&T and you said you received a call from a representative who said the company would reset your contract to a non-contract. AT&T credited the $18 upgrade fee and did not charge the $170 cancellation charge. You were very pleased.

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