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.
- magenta6898605Network Novice
We experienced the same problem. I received a replacement phone through Assurant and sent the non working phone back with the label and tracking number provided via UPS. They claim the phone never arrived at their end, even though the scan shows it arrived in Ft Worth TX at the TMobile facility. Now they are telling me I owe 1400 dollars because tracking numbers can't be used as proof of delivery. 🤔 Needless to say, I am not paying this bill and will be looking for a different provider.
- VERYMADRoaming Rookie
The same thing is happening to me!!! I took my phone to the store, after inspection and everything was fine, they went to do the trade-in, but the IMEI was incorrect so they told me to call customer service which I did, and got an email for the prepaid label. I then put the phone and a note explaining that the IMEI was wrong in a box and mailed it with the provided prepaid label.
It’s been 1 MONTH since the USPS tracking STATED THAT IT WAS DELIVERED. I called in and was told that they DID NOT SEE THAT IT WAS SCANNED INTO THEIR SYSTEM THEN IT MUST NOT HAVE BEEN RECEIVED and told me to file a claim with USPS! This is a FRAUD!!!!
- MAShNewbie Caller
@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.
- PlegableNewbie Caller
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+
- PlegableNewbie Caller
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.
- TariNNewbie Caller
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.
- BrittanC92Newbie Caller
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
- Razor_Ramon_ChiRoaming Rookie
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…
- andreasav1Newbie Caller
tomwil wrote:
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!
Wow.. sorry for spamming you with a solution. Will delete all and you can help yourself.. ha
- andreasav1Newbie Caller
tomwil wrote:
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!
Funny! Have que received your trade in credit yet? No? Well my broken record got a call from Tmobile about my claim. Have fun with your whining.