UPS lost my package, T-Mobile wont do anything about it

Having the same issue currently 

new iPhone 16 shipped, arrived at hub and never scanned. Order died right there never got further

called UPS said T-mobile had  to start a claim

called t-mobile said they will start an investigation and get back to me

the never did. Meanwhile I am being billed for a phone I never received. 

I ordered an iPhone that was supposed to be delivered Friday 09/20 but has been lost in ups warehouse and they can’t find it.

im upset since I pay for a service I can't enjoy without a working phone and unsure if they will find the new phone in transit or how to do about getting a new device back. I don't want to have to make a new order. I want T-Mobile to solve this since it is the partnership with ups that is causing this distress. 

I have the same thing just happen to us. We ordered 3 new phones and only 2 arrived so I called and they sent out a replacement which I thought was the end of it. 2 months later, their "investigation" showed the phone which I never received was "used" but can't give me any details about this. They then charged me over $200 for sales tax and now I have to pay $8/month for a phone I never received because they claim I lied and stole it. I'm so furious with T-Mobile...I have no alternative but to take them to small claims court.

@jremsa No I didn't have to provide a serial number. I called UPS and the agent on the phone opened the case for me. He/she may make you wait a few days until the shipment becomes eligible for a claim. It's not long, so you may have to call back again later.

I also believe you have to login to UPS to follow the progress on the Claim.

It appears I am now dealing with this issue as well. I ordered an iPhone 14 Plus on 3/3. It made its way to my local UPS Facility by the morning of 3/7. The scan indicated that it was on the truck and Out For Delivery. Never came. Later that evening, some of the scans were removed and the status changed to On The Way while it was Processing at my local facility. Expected Delivery Date changed to 3/8. Never came. Delivery date changed to: The delivery date will be provided as soon as possible.

This morning I called T-Mobile. The rep told me that it's possible that UPS Quality Control pulled the package at the last minute. Perhaps it was damaged and they need a replacement. They told me contact UPS and wait for the shipment.

I called UPS. The rep told me that it was scheduled for delivery today (3/9) between 11am - 3pm. I told the rep that my tracking number no longer provides a delivery date and that it's stuck in processing at the UPS Facility. The woman assured me it would be delivered today, and told me to file a claim if it doesn't come.

It never came today.

@cr2023, did you have to provide a Serial number when you filed a claim? I'm looking at UPS's claim documentation, and it indicates they will close the claim automatically without one:
https://www.ups.com/us/en/support/file-a-claim/supporting-documents.page

Where do I get the serial number of the device I’ve never received?

Just went through this myself and finally (hopefully) got it resolved. I ordered a Samsung Flip4, UPS lost it, T-Mobile continued charging me monthly and wouldn't refund the tax I paid when I ordered it online. 

In total it took 6 calls, but hopefully this advice helps you all do it in fewer.

First: Open a claim with UPS. They will tell you the sender has to, but you can have it opened on behalf of the sender. This will get things to a resolution (more on this later). Create a UPS account so you can login and see the status of the claim by tracking number.

Second: You will not get a callback, and "escalation" is meaningless. The person on the phone CAN reverse any line charges in your monthly bill, so don't let them say no. But until the phone is fully removed from your account, you'll have to do this monthly. This is where you have to wait for the UPS claim to complete and resolve that the phone is LOST. 

Third: Call T-Mobile. You'll find out it's up to the warehouse to scan in the lost phone and issue a refund. It's their return policy and it breaks down when the phone is lost by UPS. No phone, no scan. So you need to ask for a manager, and you'll get a supervisor. They'll say the same "make a note/ticket" that has no real resolution. They're too disconnected from "the warehouse". So this is where you mention that you "are on FairShake dot com and one click away from filing for arbitration". Tell the supervisor to make sure that's in the notes and to send it directly up the ladder.

Last: This is where hopefully a manager calls you back a bit later. The manager will open a ticket that asks for "manual removal of the device". This is also where opening that claim with UPS really matters. You can prove you never had the phone. They'll reverse any charges for the line too.

Interestingly, if you chat with the manager a bit, you'll find out that this exact scenario is happening a lot. UPS is losing a LOT of phones, especially iPhones. (Sounds like UPS employee theft, but that's just a hunch and not an accusation). T-Mobile is currently in active discussions with UPS to force them to fix their problem or they'll find a new delivery provider.

Hopefully this helps the rest of you... 

My2Goldens wrote:

I am going through the same situation now!  What a nightmare!  I have been calling every day, multiple times, and asking for supervisors.  They promise to call me back, but never do.  My phone was scheduled for delivery last Monday, and I knew that morning that it was lost.  The package was never scanned at the hub, so was never placed on a truck for delivery.  UPS showed preparing for delivery, which was basically a lie since it never had anything more than the original scan when it left its destination.  Supervisor told me I needed to wait until yesterday.  Of course no phone call back.  Per a conversation yesterday, a request was put in to send me a new phone.  Honestly I think they are full of hot air!  I will keep calling until I get my new phone that I paid for!

My question to you is Who are you calling every day, UPS or T-Mobile? You say your device has never been placed on a truck. If that is correct then your issue should be with UPS not T-Mobile. I understand your frustration I would want my device also, but until UPS puts it on a truck there is not much T-Mobile can do for you. Try calling UPS every day until they find your device.

Today Is The Tomorrow You Worried About Yesterday

I am going through the same situation now!  What a nightmare!  I have been calling every day, multiple times, and asking for supervisors.  They promise to call me back, but never do.  My phone was scheduled for delivery last Monday, and I knew that morning that it was lost.  The package was never scanned at the hub, so was never placed on a truck for delivery.  UPS showed preparing for delivery, which was basically a lie since it never had anything more than the original scan when it left its destination.  Supervisor told me I needed to wait until yesterday.  Of course no phone call back.  Per a conversation yesterday, a request was put in to send me a new phone.  Honestly I think they are full of hot air!  I will keep calling until I get my new phone that I paid for!

I'm going through basically the same thing.. I'm promised a call-back every time and am NEVER called back. It's been over 2 months already and I'm calling them literally every week. I'm done with T-mobile if they don't get my money by the end of the year.

does your device show as delivered, if so contact ups and file a claim for your phone. let them know you are also filing a police report for the theft of your device, in addition you need to file a police report for the theft of your device. if your device does not show as delivered contact ups again and have them start a search for your missing device. if your device shows as delivered T-Mobile will not be of any help to you as they will put all the issue on ups.