Forum Discussion
Being charged for device tmobile received but cannot locate
In January of 2022 I purchased a new iphone pro 13. I received the device and on the same day requested to return it because it was too small. I was sent a shipping label from tmobile for UPS. I packed up the device in the exact same packaging and mailed it the next day. In the meantime I had ordered the PRO MA X instead. I paid $119.03 for the first phone and was told I would be refunded once the device is returned. After a few weeks I followed up and was told the device was received by tmobile on January 11 and that my refund was being processed. Another week goes by no refund. I called and was told it could take up to 30 days and its still processing. Last week I check and still no refund so I called and was told by a "tmobile expert" that they never scanned in the IMEI number that is why I didnt get my refund yet. She assured me this would be taken care of etc. Fast forward to today...I got a call from tmobile, the same "tmobile expert" and she said you havent received the refund because we have not received the device!!!!! The package was shipped via UPS and shows delivered. So now tmobile tells me the that because they cannot find it not only will I not be refunded my $119 but they will continue to bill me the $36 per month for a phone that i DO NOT HAVE. I know for 100% fact that the device was returned therefore that means either someone at UPS stole it or Tmobile has an internal theft problem because i returned the phone. The tmobile rep insisted it was impossible for theft to occur therefore in other words calling me a liar. I have 12 active lines with tmobile in good standing and recently brought people over from At&t. I cannot believe tmobile is willing to lose a customer over $119. Last month it was discovered that they were billing me $20 a month for a tablet i received in a promotional offer in 2020 but had returned it a couple days later. They system showed i returned the device but they continued to bill me. Ultimately they refunded me $350 however this goes to show you how messed up the system is. The past month I have received nothing but the run around about my refund and to now say you cannot locate the device that shows delivered and that you are going to charge me is insane. I am so upset that I will no longer refer anyone to Tmobile, I am going to cancel all my lines, report this to the Better Business Bureau and considering legal action just for the principal of the matter! They claim they have done all they can do and until the phone is located oh well they will continue to bill me. Mind you the phone isn't showing activated or anything. This is absurd and highly disturbing. They also refused to tell me the contents of the box. All they kept saying was the phone was not in there. At this point i have reached my wits end with Tmobile. I do not need the to go through hours and weeks of phone calls just to try and scam someone for $119. I dont need the the money that bad but at this time its the principle of the matter. Beware to future potential customers. Think twice before going to Tmobile. I regret ever buying the phone via the app! There is no recourse on Tmobile's end. It all falls on the customer and that is truly a shame!!!!!
This is unbelievable! I switched to T-Mobile from Verizon back in July and did the trade in upgrade promo. I sent my iPhone 12 Pro 256gb, got the tracking and the phone was DELIVERED.
Something wasn't right with my bill so I contacted them and asked if they have received the phone and they said yes they have received it and it will reflect on my bill in the next month or two and I will be credited for the difference. That didn't happen so I called again and they manually lowered my bill to what I agreed to pay for one month and the next month it's shot back up so I contacted them again. I went back-and-forth with multiple calls for hours, and they filed a "T-Mobile Handset Order Research Request". They claimed that they received something because USPS said it was delivered then came back and said it was an empty box. The interesting thing is that I got an email this morning regarding the "T-Mobile Handset Order Research Request" and they put a request in for the WRONG PHONE! They put a request in for the IMEI of new phone I'm using. Class action lawsuit sounds like what needs to happen. I contacted T Force through X/Twitter and am waiting to see if they can make this right… if not, I'm dropping T-Mobile and will put them on blast on all social media sites, warning people! I'm told you can take the phone to the T-Mobile store now for them to send it… imaging that! I wasn't offered that service in July. Be careful everyone.Holy cow! I am going through the same thing right now. Upgraded my device at the T-Mobile store here they took my old phone and away I went. I realized something wasn't right with my bill (unfortunately 4 months in) and realized they were still charging me for the phone I traded in plus my new one. I've been given the run around for the past two weeks now. Basically the same thing they are telling everyone else "we can't locate it" etc etc. so frustrating and it's very obvious by all of the similar stories there is a bigger issue going on behind the scenes. I've been a customer for almost 5 years now and I cannot believe I've ever recommended these people. Ridiculous!
So I ended up filing a complaint with the Better Business Bureau and lo and behold heard from T Mobile the next day. They were still not going to take responsibility for what happened but did close out the phone bill and stop charging me. I would recommend that route.
I had the same issue. I returned a damaged phone and received a refurbish replacement. Package was received in warehouse but package was empty, etc… The same scenario. If I don't pay for it I'll lose my service. After days of being bounced from Assurant to T-Mobile. I filed a complaint with the FCC and the Attorney General.. Something is definitely going on either at the Assurant warehouse or the post office.
I have received my credit.
It certainly sounds like T Mobile is fully aware that items "disappear" at the warehouse and take no responsibility for it. They know people cannot just get rid of their phone service.
Same. I have been y the company for more than 10 years. Now they want to charge me for a modem i returned and they cant find. The worst part is that they have a totally wrong tracking number that what they gave me.
the representative that helped me was rude and said, “well you don’t have it and we don’t have it, so someone has to pay for it”
It's happening to me too. I called after many months of not paying attention to my bill and the rep over the phone during the summer told me they had the phone in the warehouse after I had returned it to the nearest UPS store. Just a few minutes ago I spoke to a supervisor about what happened and she said 2 alarming things. 1 she said whenever they say they're recording for quality and training purposes it's only at random and it's just more for training purposes because she told me they can't check the call log from the conversation I had with the rep. The rep told me they had the phone in their warehouse and they needed just to scan it in. The same thing almost happened to 2 other equipment I sent them back. They said they lost them and kept charges on my account but after I pressed t mobile to look for this stuff they finally found them. Is there any way we all can form a class action suit? Because the way it looks T mobile engaged in theft. By the way the supervisor blamed UPS and told me to speak to them and I said no because it'll all be a run around. T mobile needs to refund me and stop stealing money from my account. What they should do is take of the situation leaving the customer out of the conflict. We returned the items and we shouldn't be responsible for anything that happens in the middle of the shipping process.
I brought my kids two Apple phones for Christmas on the T-Mobile website. The first one I ordered arrived around 11/26 and the 2nd on around 12/5. I ordered a 2nd phone because I received an e-mail stating that I can get 2 lines for 90 dollars. I kept both phones in the box under the tree until Christmas and then activated both phones at the same time, which was on the 25th of December, Christmas day.
My son called me this morning to tell me that his phone was disconnected due to nonpayment, but my daughter phone is working just fine. I don't understand, how can I be billed for service that I never used!
I called Customer Care, but they were no help at all. I asked to talk to a supervisor, but she said that they were in a meeting, then I asked her what state she was in, she said the Philippines! Next, I asked if I could talk to someone that's in the United States and she told me she could not transfer me. If this is how T-Mobile treat their customers, I don't think I want to be one. 😡
They are charging me each month for a device they said they didn't receive. I also have the UPS tracking and it said it was delivered to the T-Mobile warehouse and they are saying they can not find it! I am so mad! I have been dealing with this since May or 2022 - they also said they would give me 800.00 for my phone trade in and are now not giving me any credit at all. This company need to be in a lawsuit! I refuse to pay them, they can't take advantage of people like this!
