Being charged for device tmobile received but cannot locate

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