Being charged for device tmobile received but cannot locate

tmarie71 wrote:

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!!!!! 

HI Im really stressed out right now i warranty my phone sent back my phone with your tracking number 1Z9E86E78736404657 tmobile rep said you folks got the box but device wasnt in there and trying to charge me 1300 and now my phone is off because of that please HELPPPP im looking into getting a lawyer to help me out i have cameras footage of me going into store and giving them my phone and i paid them $9 to bubble pack it and send it to you folks as well please help

micmo41 wrote:

TMOBILE IS TRULY SCAMMING PEOPLE. This exact thing is happening to me now. Date of transaction: October 16, 2023.  I have an iPhone 13 Mini. I pay monthly approximately $25.00 to T-Mobile for Protection Plan Insurance for Assurant.  In October of 2023, my phone started glitching. I called T-Mobile Customer Service at 611 to explain my issue with my phone. They had me send in my phone for a Replacement instead of filing an insurance claim to swap my device with another refurbished phone. I agree. The replacement refurbished phone doesn't work. The earpiece doesn't work. I call back Tmobile and they said they will send out another refurbished phone to me. Tmobile then instructed me to return my original device along with the 1 damaged replacement, in 2 seperate return boxes along with 2 UPS return labels that T-MOBILE PROVIDED with tracking #'s 1ZX1392Y9019662064 & 1ZX1392Y9019680311. The labels were created 10/7/23, I returned them to a nearby UPS Store on 10/12/23. UPS tracking revealed BOTH devices were DELIVERED ON 10/16/23 in Fort Worth, TX and RECEIVED BY TMO GRC on the DOCK. 2 Months later, ( and after 60 days had passed to file a claim with UPS if needed someone needed to)  my December bill states I am being charged $803.72 for NON RETURN FEE for both devices. T-MOBILE USA initially told me they never received the phones. Then they said they were at the warehouse. Then they said they were never scanned and so now they cannot be located. Then they said they have one of the phones and are trying to locate the other. Then they said there was nothing they can do and blamed ASSURANT for charging me. I had 3 different Tmobile reps tell me Assurant put the charges on my bill and there was nothing they can do, we had to wait for Assurant to make the adjustment. Weeks pass, no credit. I had to call ASSURANT myself for them to verify there was NO CLAIM WAS EVER MADE,  I did a Replacement with TMobile and TMobile charges for that. So Assurant transferred me back to Tmobile and again I get the run around. Over 10 calls and several hours on the phone for the past month, T-MOBILE continues to state they cannot locate the phones,  but will not remove the charge from my bill. They stated they see one phone "they JUST received" but they cannot locate the other because it wasn't scanned. Again, I ask for a manager, her name is Hailey and again I had to explain everything again. I explained I sent the devices back with the return labels Tmobile provided me, they show they were delivered to Tmobile. This manager Hailey had the audacity to  state "just because UPS shows they delivered the deceives doesn't mean we received them".  Who does due diligence ?! Who has contacted the "warehouse" to see what happened to these deliveries that are confirmed were delivered?? THE UTTER GALL, this MANAGER HAILEY RESPONDS,  "there is no way for anyone to speak to anyone at their warehouse, so the best thing I can do for you is put you on a payment plan".  Is this really a business? Is this even legal? This is theft of their customers! This is seriously an ongoing scam. This is by far the most outrageous fraudulent company I have ever dealt with.  I looked this, here, reddit, BBB, etc….this exact situations happens as normal practice. Same exact story from many different people. I will be filing with the Better Business Bureau, FCC and everywhere else. This needs to stop, TMOBILE IS A FRAUD! 

HI Im really stressed out right now i warranty my phone sent back my phone with your tracking number 1Z9E86E78736404657 tmobile rep said you folks got the box but device wasnt in there and trying to charge me 1300 and now my phone is off because of that please HELPPPP im looking into getting a lawyer to help me out i have cameras footage of me going into store and giving them my phone and i paid them $9 to bubble pack it and send it to you folks as well please help

tmarie71 wrote:

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!!!!! 

HI Im really stressed out right now i warranty my phone sent back my phone with your tracking number 1Z9E86E78736404657 tmobile rep said you folks got the box but device wasnt in there and trying to charge me 1300 and now my phone is off because of that please HELPPPP im looking into getting a lawyer to help me out i have cameras footage of me going into store and giving them my phone and i paid them $9 to bubble pack it and send it to you folks as well please help

Figgs wrote:

Have had this TMobile account for a decade or better. Noticed in March, that I would receive a credit of only $30 for a wearable device account that we never had, for 2 years we were charged. $240...Tmobile offering a 30 dollar credit. Crazy. They stole from us, and this is their service???????????

If you read  the terms and conditions Tmobile will only refund 90 days after the claim is filed.

https://www.t-mobile.com/responsibility/legal/terms-and-conditions

Have had this TMobile account for a decade or better. Noticed in March, that I would receive a credit of only $30 for a wearable device account that we never had, for 2 years we were charged. $240...Tmobile offering a 30 dollar credit. Crazy. They stole from us, and this is their service???????????

T-mobile did the EXACT same thing to me. 
 

I ordered a 14 pro, returned it for a 15pro max . It's been 6 months since I returned the 14 pro ( and the tracking number shows it was received a week after I sent it ) they say it's pending in the warehouse and needs to be scanned in, so I need to keep paying for the device until they scan it in. ITS BEEN 6 months and now I'm paying monthly payments for the 14pro and 15 pro max!  I've been a customer for 10 yrs! This is disgusting!!!

Don't give up, Ive dealt with similar situations, I've gotten scammed so many times I've cursed people out. T-Mobile really isn't a bad company. I'm not gonna lie I've been recently getting representatives that have been disrespectful, unhelpful and rude. some act like they don't give a shit. But I've also had ones who were the nicest most helpful people ever. I've had representatives I talked to about video games for hours that had nothing to do with the original call, I've even had them listen to me rant about my day and were sympathetic. And some of them do everything they can do give you exactly what you want. Its all random sadly. It's the roll of the dice in who you get. I've had 50/50 the past few months where as when I started with T-Mobile I have zero for 4 months straight. T-Mobile saved me from a bad situation with Verizon. So I'm nothing but grateful to them. Even when I get the crappy people, at&t treated me like crap in person. Even tmobiles physical stores this guy was extremely nice to me and even gave me an insider discount 

BrandoRB wrote:

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. 

CLASS ACTION LAWSUIT,,,, LET'S DO THIS!  Thousands will be on board. This is an ongoing scam with Tmobile. 

I actually went to a Tmobile store initially and they refused to take my device because they “didn't want to be responsible for it”….. as if they knew this is an ongoing scam and didn’t want to get involved. 

TMOBILE IS TRULY SCAMMING PEOPLE. This exact thing is happening to me now. Date of transaction: October 16, 2023.  I have an iPhone 13 Mini. I pay monthly approximately $25.00 to T-Mobile for Protection Plan Insurance for Assurant.  In October of 2023, my phone started glitching. I called T-Mobile Customer Service at 611 to explain my issue with my phone. They had me send in my phone for a Replacement instead of filing an insurance claim to swap my device with another refurbished phone. I agree. The replacement refurbished phone doesn't work. The earpiece doesn't work. I call back Tmobile and they said they will send out another refurbished phone to me. Tmobile then instructed me to return my original device along with the 1 damaged replacement, in 2 seperate return boxes along with 2 UPS return labels that T-MOBILE PROVIDED with tracking #'s 1ZX1392Y9019662064 & 1ZX1392Y9019680311. The labels were created 10/7/23, I returned them to a nearby UPS Store on 10/12/23. UPS tracking revealed BOTH devices were DELIVERED ON 10/16/23 in Fort Worth, TX and RECEIVED BY TMO GRC on the DOCK. 2 Months later, ( and after 60 days had passed to file a claim with UPS if needed someone needed to)  my December bill states I am being charged $803.72 for NON RETURN FEE for both devices. T-MOBILE USA initially told me they never received the phones. Then they said they were at the warehouse. Then they said they were never scanned and so now they cannot be located. Then they said they have one of the phones and are trying to locate the other. Then they said there was nothing they can do and blamed ASSURANT for charging me. I had 3 different Tmobile reps tell me Assurant put the charges on my bill and there was nothing they can do, we had to wait for Assurant to make the adjustment. Weeks pass, no credit. I had to call ASSURANT myself for them to verify there was NO CLAIM WAS EVER MADE,  I did a Replacement with TMobile and TMobile charges for that. So Assurant transferred me back to Tmobile and again I get the run around. Over 10 calls and several hours on the phone for the past month, T-MOBILE continues to state they cannot locate the phones,  but will not remove the charge from my bill. They stated they see one phone "they JUST received" but they cannot locate the other because it wasn't scanned. Again, I ask for a manager, her name is Hailey and again I had to explain everything again. I explained I sent the devices back with the return labels Tmobile provided me, they show they were delivered to Tmobile. This manager Hailey had the audacity to  state "just because UPS shows they delivered the deceives doesn't mean we received them".  Who does due diligence ?! Who has contacted the "warehouse" to see what happened to these deliveries that are confirmed were delivered?? THE UTTER GALL, this MANAGER HAILEY RESPONDS,  "there is no way for anyone to speak to anyone at their warehouse, so the best thing I can do for you is put you on a payment plan".  Is this really a business? Is this even legal? This is theft of their customers! This is seriously an ongoing scam. This is by far the most outrageous fraudulent company I have ever dealt with.  I looked this, here, reddit, BBB, etc….this exact situations happens as normal practice. Same exact story from many different people. I will be filing with the Better Business Bureau, FCC and everywhere else. This needs to stop, TMOBILE IS A FRAUD! 

MJeep13 wrote:

I also returned a home internet device they state they can't find but I have proof of delivery using the tracking from the return label THEY PROVIDED. So I know they have the proof of delivery too. No one will allow me to send the proof of delivery to them or give me an email address to send it to. They are turning a blind eye and billing me $370+ anyways.

This just happened to me yesterday!  2 months ago the package was confirmed delivered by UPS to their wearhouse. They are claiming the wearhouse received the box but didn't scan in the item, therefore I owe them $402!  They say i cannot open an investigation with UPS and they claim they cannot contact their wearhouse to see what happened to the package. They threatened to send me to collections if I don't pay for an item they clearly received and gave me no recourse except which payment methods to use. After reading plenty of complaints that others have had the same experience, I'm taking action.

 I've already contacted the FCC, and I will follow up with the attorney general, BBB and spread the word on social media that t mobile must be doing so bad they are scamming their customers!