Warehouse "never received" my trade-in device

Same situation is happening to me right now. And I think my case is even more unfair.. and the best word to describe my situation is ..ROBERY... this is a robery... on Nov 26 I took the promotion that they had for black Friday.. I was supposed to trade my galaxy S9 and I took the S21.. they took my order over the phone ( by the way I have 3 lines.. 3 phones; 1 galaxy s20 and 2 s9) .. couple days later I recieve the phone and I tranfer all the Info to the new phone and I was ready to send the s9 over. I called and tmobile send me the label .. I printed and I went to the mail office and send it. .. wait couple of day... and I called to make sure they received by Dec 5 or 6th.. the customer service agent told me they did receive it and everything  was ok.OK..  my bill for December and January I saw the credit reflected on my account.... but for Feb I noticed they were charging my bill without the credit..  I've been calling and spending hours over the phone explaining the situation and they ended up saying ... ohh we recieved an s9 Blue and the order says purple.. ( they put the wrong info on the returned.. instead of putting the s9 information of the phone I was calling and wanted to trade.. they did the order on my oder phone the one that I called even though I told that person that day that I wanted to trade in the s9 blue)... now they are saying you need to pay for the phone... I told them fine let's say it's my fault for not reading the returning label and putting wrong phone requested on the label.... when are u going to give me my phone back.. the one that I sent ... they said SORRY WE CANT GIVE YOU THAT PHONE BACK... I went ballistic.. that's the most cynical way of scamming ppl... this is theft... So.. they want to charge me the full amount of the phone and on top they will keep my old phone even though they admitted is their fault from the beginning.. we should all get together.. I'm going to post this on all social media.. we should do a chain- posting on Twitter.. fb and Instagram... this is my email Davidrodas@msn.com.. Check out David Rodas (@DavidTheSpartac): https://twitter.com/DavidTheSpartac?t=UQy_85e98BjI3HKU4HUoFg&s=08

andreasav1 wrote:

PLEASE email me as well to join in on this - andrea-savin@hotmail.com.

Please report Tmobile on here - https://www.t-mobile.com/responsibility/legal/integrity-line If we all do this together it might get their attention.

Please report Tmobile on here - https://www.t-mobile.com/responsibility/legal/integrity-line If we all do this together it might get their attention.

Please report Tmobile on here - https://www.t-mobile.com/responsibility/legal/integrity-line If we all do this together it might get their attention.

Please report Tmobile on here - https://www.t-mobile.com/responsibility/legal/integrity-line If we all do this together it might get their attention.

Please report Tmobile on here - https://www.t-mobile.com/responsibility/legal/integrity-line If we all do this together it might get their attention.

Please report Tmobile on here - https://www.t-mobile.com/responsibility/legal/integrity-line If we all do this together it might get their attention.

Talk about a broken record!

inahmallari wrote:

I used the trade-in offer for my Iphone X 64GB for the IPhone 12 Pro Max in retail, which the product was mailed to me a week after. The same day that I received the new phone, I had dropped the trade-in phone (IPhone X) to USPS. On December 2, my tracking depicted that it had arrived at the warehouse.

A week later I never got the rebate I was told I would receive and I decided to call them. They said there would be an investigation in which 5 days later (December 10) I received an email that they did not have any information that they received the trade-in. I clearly did return it, so what am I supposed to do now. I am still receiving messages that I have to return the phone despite messaging the team multiple times. All their responses were to wait. This is making me go insane.

Wow, a similar thing is happening to me currently, sounds like T-Mobile has a nice scam they are running…

I never recieved a shipping lable to send in my trade in. My trade in value is only $175 but if i dont send in the trade in am i gonna have to pay the full amount of the phone upfront. I cant for the life of me get them on the phone i have called to tell them i need a shipping lable and they arent helping at all

I sent my defective device back on June 12 and it was delivered on June 17 to the warehouse in Fort Worth. I received a letter from TMobile saying they are going to charge me the $899 return fee if I didn't send the device back. Like I mentioned I mailed it on June 12 and they told me the last time my imei number was used was on June 13 but claiming I didn't send my phone back or that the box was empty because my imei number wasn't scanned in no time warehouse. I asked if it was possible that maybe they didn't scan it and the rep told me that was highly unlikely. Every time I talked to a rep they kept telling to rest assured that my account would be credited but instead I got a disconnect text so I ended up having to pay the $899. I feel like I'm being takin advantage of. 

TariN wrote:

I sent my defective device back on June 12 and it was delivered on June 17 to the warehouse in Fort Worth. I received a letter from TMobile saying they are going to charge me the $899 return fee if I didn't send the device back. Like I mentioned I mailed it on June 12 and they told me the last time my imei number was used was on June 13 but claiming I didn't send my phone back or that the box was empty because my imei number wasn't scanned in no time warehouse. I asked if it was possible that maybe they didn't scan it and the rep told me that was highly unlikely. Every time I talked to a rep they kept telling to rest assured that my account would be credited but instead I got a disconnect text so I ended up having to pay the $899. I feel like I'm being takin advantage of. 

That's exactly how I feel. Received my replacement device on June 6th and shipped the defective device immediately after activating my new one. Tracking said the phone was delivered on June 10th 2022, about a month and a half later I get a message saying they never received the device. They've done about 6 handset research investigation all claiming they can't find it. So now they want me to pay $800+ for a phone I 10000% shipped. This is looking like a scam to get costumers to pay. 

syaoran wrote:

The warehouse in Lewisville, TX belongs to Assurant.  If they claim they don't have it and yet you have proof they received it.  Then call T-Mobile and have the device blacklisted.  I would also call USPS and have them open up an investigation as well. 

What will this solve? Ups proved it was delivered and I'm still being forced to pay $800+

@tomwil i have the same issue I traded in my iphone SE and they confirmed they received it. My iphone was in great condition thankfully i have video and pictures before i mail it to tmobile. Now I called them after few tries over the past 6 months and they tell me your device was wet and we detected liquid so we cant give you a trade in amount of $250!!!!! I submitted a report and scheduled a call with a coach ( senior manager). This is ridiculous and I will switch carrier if  they want to do this fraud. 

mross5150 wrote:

First time happing to us but same issue.  For the past couple of years we have bought and traded in our phone online. No hay problema.

This time we received the new phone.  I boxed up the trade in and correctly packaged and labeled it like I always have.  I tracked the box until it showed delivered to Dallas TX.  2 months later the trade in phone was never checked in at the warehouse.  After 5 phone calls to T-Mobile I was finally told I would have to file a claim with the USPS to recover my money from the trade in phone.  Meanwhile the charges for the traded in phone continue to appear on my bill.  I will never mail in a phone again.

I used their label, where there is a USPS tracking. The USPS tracking showed that it was delivered.

I contacted T-Mobile and they started a case for investigation. Within 10 days, the issue was solved, and they sent the credits to me