T-Mobile says no phone received in warehouse

If you have any disputes about your trade-ins do not call 611 customer service.  They will not help you. 

Private message the T-mobile official page on Facebook or Twitter.  That goes to a another group responsible for interfacing with customer via social media called T-Force that has executive level responsibility that is way above customer service. 

I spent 2 hours with T-mobile's 611 customer service speaking to several managers who told me that my phone arrived damaged (which is BS because I packaged it in the original iPhone box, bubble wrapped it around that box and placed it in another box).  The Customer Service people said there was nothing they could do except give me a one time $200 credit on my bill for my trouble.  When I asked for proof of the damaged phone, they said they had no pictures and no way of contacting anyone at the Assurance warehouse to verify it.  They said $200 was all they could offer me.  No shipping my phone back and no fixing the situation or verifying it.

However - when I messaged T-force through FB, they immediately fixed the problem, and said that they could see that it was a system error on their end and my monthly credits had been stopped by mistake.  My phone was not marked as damaged, and they apologized for the mistake.  My monthly credits have now been reinstated and they let me keep the $200 statement credit for all of my troubles.