Forum Discussion
Warehouse "never received" my trade-in device
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.
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.
T Mobile lost my trade in phone and I lost the promotion as well! My UPS tracking says it was delivered. They tried to claim that I sent it late, then that they couldn't find it at all. Then they eventually got the box but not the phone. The story keeps changing!! My father also has the same issue and we have different account. He had the same iPhone 13 trade deal and they "can't locate" the phone. He also got an Apple Watch on a promotion and it doesn't even reflect on the account.
This is definitely rigged. At this point this is a common issue, if not a scam. And the scary part is nothing can be done. Ive spent hours and hours over the past weeks on the phone and nothing.This makes you question the security. I believe it's a scam and legal action should and will be taken. If anyone else has been given a conclusion please let me know!!
Claydog29 wrote:
I returned my 5 (paid-off) iPhone 11's to T-Mobile to take advantage of the iPhone 13 upgrade promotion over the holidays. After receiving the iPhone 13's, I returned all 5 of the iPhone 11s in same box. T-Mobile processed one of my phones for the promotion, but are telling me that they didn't receive the other 4. This is NOT POSSIBLE when they were all sent in the same box and they processed 1 of them.
I couldn't find a definite answer, but it appears each phone has to be sent in separately, as the mailing label only applies to one specific phone. So when the mailing label gets scanned, only that one phone gets credited. Who knows what happens with the additional phones.
I returned my 5 (paid-off) iPhone 11's to T-Mobile to take advantage of the iPhone 13 upgrade promotion over the holidays. After receiving the iPhone 13's, I returned all 5 of the iPhone 11s in same box. T-Mobile processed one of my phones for the promotion, but are telling me that they didn't receive the other 4. This is NOT POSSIBLE when they were all sent in the same box and they processed 1 of them. I've now spent over 10 hours on the phone with them trying to get this straightened out and they still haven't given me my credit for the other 4 phones! So either someone in their warehouse is a thief or they are lying! Either way the customer service regarding this situation has been HORRENDOUS.
Yes they submitted multiple times for that to be done and supposedly they can find anything
Did you ever call in and ask that a handset research form be done?
Hello no it’s been almost a year and they haven’t resolved anything, not have they tried compensating in any other way … I just spoke to someone this weekend in hopes of getting something resolved !! They’re blaming the delivery company at this point !! Ridiculous
Monday QB wrote:
My issue is unique, I was not returning old phone trade-in, I returned a brand new iPhone 12 Pro Max with 128 gb storage, the return warehouse location was Fort Worth, Texas shipped by UPS, Most other trade-in were mailed to Lewisville, Texas warehouse location, shipping by USPS.
I also got a copy of Proof of Delivery by UPS office with a TMO-GRC signature, how T Mobile claimed it was not found at the Fort Worth, Texas was beyond me, how anyone could explain to me what could have happened
I Am facing the same issue. Did you get it resolved?
Honestly I doubt they'll track it, they had told me they submitted various request and they all came back as if they never received package when the framing stated they did, then they said we have the box but no item. The supervisor said whatever it is you sent ! I kept saying not whatever I sent my phone ! And he just kept wording it as if I sent something other than the phone. I think we should all get together and sue t mobile, they have done this to soo many clients and it's just blows my mind that there's no superior to the supervisor who will look into it .. this is what I won't even upgrade my phone at this point !!! Email me if you can .. cartagenaemily@gmail.com
I have had the worse experience ever with replacement phone, from the start, it was bad. My husband sent 2 original phones back but they say I still owe for 1. This has been going on sine August. He called and was told , yes they have the missing phone. Someone didn't log it in and it would be taken off the bill. 2 months later, I the charge shows up. Same thing, it was supposed to be taken off the bill but it still hasn't. I thought I was the only one. I think now it is just a scam to get more money. I asked that they must be able to track this phone. Now I have to "be patient " while the situation is resolved. I am told it will be. I have no confidence that it will. Any advice?
I am having the same exact problem i sent my phone Dec 29 they recieved January 5th and i have been calling since, They said they cannot find the phone so no rebate no credit, We have to do something about this because at this point its theft. Now verizon has sent me to collections becuase i didnt pay the phone. This absolutlet unfair. and something needs to be done, They are not taking any accountabilty
