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.
It's just happened to me same story 10-11-2023 package arrived but supposedly no device in this is Bs they blaming usps
T-Mobile sued after employee stole nude images from customer phone during trade-in, https://www.cnbc.com/2023/11/17/t-mobile-sued-after-employee-stole-nude-images-from-phone.html
Why not sue them again, if you have experiences in these trade-in lost or scams?
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 submitted an incident to https://www.t-mobile.com/responsibility/legal/integrity-line earlier today for my trade in phone that was "lost" in transit. I labeled the incident as fraudulent behavior.
They have already contacted me trying to resolve the issue.
andreasav1 may be on to something.
This is been happening to too many for too long.
Be an advocate for yourself and tell the customer service rep you believe you're being scammed and that they do have your phone. I had the same issue except I was receiving the trade in credit for two months and then it went away. I did a lot of research and found people having similar issues so I called customer service and basically demanded that they adjust my bill to reflect the trade in credit and the representative ended up adjusting my bill. She also told me that they believe there was damage with my iPhone and someone was going to call me back within the next month to tell me what happened (side note: I had already heard from a store rep that the warehouse was saying they never received my trade in decide). Five hours later I got a call at 8:30pm with a representative from the warehouse investigation team saying my device was nowhere to be found and that they couldn't do anything. She proceeded to say the only solution was to file a claim with UPS. Luckily, I had already looked into filing a claim with UPS but UPS doesn't allow you to file a claim after 60 days (this is now 70+ days after my device was delivered). I responded to the customer service agent very sternly telling her the info about a UPS claim and that I'm now stuck in this position where nothing can be done. I continued on to say that I believed T-Mobile has my device and they're lying to me and scamming not only me but many other people. I told her I found this page and many other posts about people running into the same problem. The minute I mentioned scam she "conveniently" found my phone.
MY ADVICE: if you have proof from UPS of delivery and it's a couple months later, be an advocate for yourself. Tell them you believe you're being scammed and that they have your phone. I'd be curious to know how many people will all of a sudden get an answer that their phone has been found when they mention this information.
