Trade in Issues

I preordered the S21 Ultra based on the $800 trade-in for my old phone.  When I got the S21 Ultra, I boxed and shipped the Note 9 to Assurant using the T-Mobile provided label (See picture).   USPS confirmation number showed it was delivered to Assurant but T-Mobile says the phone was never received.  I called T-Mobile and got the usually "We got your back" blah, blah, blah.  T-Mobile said they would initiate a Handset Order Research Request.  I got an email from T-Mobile saying they have no record of the handset being received (See picture).  I called T-Mobile and was basically told "tough luck", they can give me the rebate because they never received the old phone.  Well, USPS said it was delivered and if Assurant (their agent) lost it before logging it in, how is that my fault?  I requested to speak to a supervisor and was told the same thing "tough luck" but as a gesture of goodwill, they would give me $150 credit on my bill.  I initiate a lost package request with USPS and got an email from USPS saying the phone was delivered and processed to Assurant on March 10, 2021 (See picture).

I accepted the $150 credit so far and was told they would still process my trade-in if they ever find the phone.  It was either $150 or nothing.  Is there anything else I can do?  Who else should I contact?  Any advice would be greatly appreciated.

Gracias,

Alfred

First off, I would never send this stuff by USPS, they don't operate in a reliable way these days.  I sent mine by UPS and certified so I had a tracking number that I could verify online it was delivered to them and can print it out.  I had the same problem returning a device back to T-Mobil and I got the same message they didn't get it, but when I told them I had verification of delivery, they changed their tune.  I never do anything important or that I can for see could wind up in a dispute, heck I've even sent rebates by certified mail.  It costs a couple of bucks but I never have a problem when I do.  

So you got a letter from USPS that their records show Assurant got the delivery.  Assurant is a bad company, my experience with them sucked too.  I paid insurance for my Iphone and when I broke the screen, they told me I had a 175.00 deductible and they couldn't assure me I would even get the same phone back or someone else old junk.  I took it to the Apple store and had it replaced while I waited with an even better upgraded glass for 149.00.  Never again buy T-Mobil's or any other vendors insurance if it's Assurant insurance.

You can try their arbitration process when should be independent check their TOS for disputes

alfwong wrote:

I preordered the S21 Ultra based on the $800 trade-in for my old phone.  When I got the S21 Ultra, I boxed and shipped the Note 9 to Assurant using the T-Mobile provided label (See picture).   USPS confirmation number showed it was delivered to Assurant but T-Mobile says the phone was never received.  I called T-Mobile and got the usually "We got your back" blah, blah, blah.  T-Mobile said they would initiate a Handset Order Research Request.  I got an email from T-Mobile saying they have no record of the handset being received (See picture).  I called T-Mobile and was basically told "tough luck", they can give me the rebate because they never received the old phone.  Well, USPS said it was delivered and if Assurant (their agent) lost it before logging it in, how is that my fault?  I requested to speak to a supervisor and was told the same thing "tough luck" but as a gesture of goodwill, they would give me $150 credit on my bill.  I initiate a lost package request with USPS and got an email from USPS saying the phone was delivered and processed to Assurant on March 10, 2021 (See picture).

I accepted the $150 credit so far and was told they would still process my trade-in if they ever find the phone.  It was either $150 or nothing.  Is there anything else I can do?  Who else should I contact?  Any advice would be greatly appreciated.

Gracias,

 

Alfred

Wow, they won't honor $800? I am facing the same issue right now and I believe T-Mobile is running a shady trade-in phone business.

After being a loyal customer with AT&T for 21 years decided to switch to T-Mobile. Got new phones but did not get any trade in labels or details. Finally, contacted T-Mobile and was told "you are 1 day delay ". Despite, wanted to be loyal customer was asked to either pay $2196 and cancel T-Mobile or pay the same amount in monthly installments. Very unfortunate with the service I got. I do agree, there was one day delay from my end, but same time I did not receive any trade in details from t mobile. My request is to allow me to do respective trade in and I would love to be a loyal customer for years to come.

Tmobile never gave me my $800 credit and took my iPhone Xs last year. I was told there was one day delay from my end, but they guaranteed that I would get my monthly and one-time credit the previous year itself. They never honored the $800 trade-in. Keep telling me to wait, and the issue is escalated to management, that I will receive a call tomorrow. But that tomorrow never comes.

CUSTOMER BEWARE!!! DONT TRADE IN YOUR PHONE!!

>>>>Its a wild wild west where T Mobile makes their own rules and changes them as they please.<<<<

T Mobile will not pay me for my phone trade in.

I agreed to trade in my old iPhone when purchasing 2 new iPhones. The 1st promotion was I would could buy new phones and receive $500 credit for each one if I open 2 new lines. So I did open 2 new lines when ordering my new iPhones. The 2nd promotion was I could receive trade in value for my old phone if I wanted. I was quoted $600 for my old iPhone. I promptly mailed in my old phone for an additional $600 credit to be applied to my account. with a total of $1600 of promotions for the 2 new phones I purchased and a trade in for the old one. (This was on May 10th 2024)

They did apply the original promotion of the $500 far each new phone and line. But when they received the my old phone. They would not pay me the amount or any amount for my old phone. (2 weeks later) They first acted like it was lost or no phone was sent. So I had to open a ticket with the back office team. 30 days later they confirmed they received the phone. I received confirmation that they got my old phone so I spoke to many other representatives why I still haven't been credited for it. They seemed to make stuff up like the 1st promotion was the trade in credit. Which was completely dishonest. So I had them pull phone recordings of me buying the phone and confirming that there were 2 different promotions applied. And confirming that they still have not credited me for my phone trade in. But someone noted something negative on my account stating there was no trade in credit and saying that I don't get anything for it. So I had to repeatedly show documentation and reference the phone call of me buying it. But they still quote the negative note and won't do anything more.

It has now been 5 months of me asking for help on this and I have seriously getting old and I  heard every excuse imaginable why they won't pay me for the trade in or give me back my trade in phone. And they have not applied the $600 trade in as they promised they would. In fact they now change their story saying the two $500 credits when I bought the phone is the trade in. But that was a separate promotion (1st promotion)… I have shared the documentation many times yet they still seemed confused and change their story each time and don't honor anything they have promised or acknowledge what previous representatives have said. Its a wild wild west where T Mobile makes their own rules and changes them as they please.