Charging for phone that was returned.

I had purchased a Samsung Galaxy Z flip 5 phone for my granddaughter. One day she opened it up and the inside screen was totally black I called team Tmobile and they said that they would exchange the phone under the Samsung warranty, I was told that they would send it to my local T-Mobile store. I received notification when it was delivered to that store. However when I went to that store to exchange the phone the manager of that store told me that they could not exchange it like that that it should not have been sent to the store it should have been sent directly to me. So the next day I called T-Mobile again and I explained to them what happened when I went to the T-Mobile store so this time the T-Mobile person told me that they would send it directly to me and that I could take it to the T-Mobile store and have them transfer everything over from my granddaughters phone to the one that they were sending to me. I received the phone a few days later I took my granddaughter to a T-Mobile store where we had everything transferred over as much as we could because since the screen was totally black and we couldn't do a lot of the things we couldn't get it transferred over so we got what we could and that was that.

Now I had to return the phone in the same box that the phone had been sent there was a return label inside. The directions were to take it to a UPS store and mail it back within seven business days and that is exactly what I did and I do have the receipt that I got at The UPS Store. I mailed it back on may the 25th of this sheer 2024. I did indeed take it inside The UPS Store. Sometime late June I received a message from T-Mobile saying that they had not received the phone. And they gave me 14 days to return the phone to them otherwise they would be charging me $1017.00 for that phone because they kept saying they did not receive it.

so I went and had the tracking number checked and indeed they did receive it. it had been delivered to the warehouse at Fort Worth TX in the United states on may 31st 2024 at 11:47 AM.

I called T-Mobile and said I did send the phone back I checked the tracking number it was delivered to Fort Worth TX at the warehouse so the rap that I was talking to ask for the tracking number she checked it and said oh yes I see that it was delivered so yes we do have that phone. I asked her about the $1017.00 charge and she said I assure you that you will not be charged for that phone and I credited your account for $166.00. I was really skeptical on what was truly gonna happen with that charge so I kept checking my account and it's it was still there but it said pending but I called practically every day for quite a while and every customer service Rep that I spoke to said the same thing that this girl had told me the first time yeah I assure you miss Deborah they said you will not be charged for that that will be taken off of your bill. 

Yesterday my new bill is on my app so I can review it it's due August the 4th and guess what the balance is $1095.00 plus my regular amount. And it says total due 20 days. I live on a limited income and when this first started out I spoke to a customer service Rep by the name of Josh he wasn't rude but he said to me well you're gonna have to pay this and I told him that I couldn't and he said well you'll have to and he said you can make payment arrangements you could pay $500 and then 14 days later you can pay the rest. To be honest if I was still working I was a nurse for almost 40 years I wouldn't bat an eye at that but being disabled I cried at hearing that.

Every time that I called except for the time that I talked to Josh everyone after that up until today told me the same thing don't worry miss Deborah this will be taken off your bill I'll take it off right now and that never happened so I was lied to over and over and over they obviously did not know how to do their job. The one girl the last girl that I talked to yesterday told me well we don't go by tracking numbers the phone itself has to be scanned in by the warehouse. I asked her what she meant by that and she said well they have to take the phone out-of-the-box and scan the phone to get the numbers off of the phone so it goes into our system and then we can say we have the phone but until that happens until they scan it we say that we don't have the phone. So I trying not to raise my voice or or be snappy with her I said well is it my fault that the warehouse isn't doing their job the phone is there can't somebody call the warehouse and say get off your *** and do your job? She said no they can't do that. Well then what can I do I said it's not my fault the phone is there so I mean should I fly to Fort Worth TX and find out where this warehouse is and you know go in and scan the freaking phone myself I think she knew I was being facetious but seriously somebody's not doing their job and t-mobile's gonna get a bad Rep from this.

I have been with T-Mobile for 21 or 22 years. I've been a very loyal customer to them and I've never had a problem like this before and I've actually sent phones back before and this has never happened. So once again I know I'm beating my head up against a brick wall but I called again got a nice girl on the phone told my situation she said yes it's all documented I said is it documented that they told me that I should be resting assured that it would come off the my account well yes she said it is didn't anyone take it off said no nobody has taken it off while she said let me take that off I said that would be wonderful I  would sleep so much better tonight she put me on hold came back and said miss Deborah I'm not going to be able to do that why not I said and she says because the phones not scanned in our system. I told her yes I know it's not scanned into your system I have heard this now before but it's not my fault.

 I want to talk to a supervisor I waited almost 30 minutes on the phone to talk to a guy that I don't even know what his name was but and I won't even say what I think of him but he wasn't any help he was actually rude he told me that if I don't pay it then my entire service will be suspended and if I don't pay it within you know I think you said five days or 10 days something like that then it could be permanently turned off and everything would be turned over to collections he said I'm not quite sure what that all entails but it sounds kind of bad so I don't want that to happen and I don't want my service to be interrupted.

I went online and found T-Mobile headquarters address out in Washington state and I know there are three hours behind us and there was a phone number so I called it and I was transferred to customer care so when the lady answered I said can I ask where you're located she said Tennessee can I ask where you're located and I said Pennsylvania I said I thought I was calling Washington state I was calling the headquarters she apologized and I said no it's not your fault I said I'm just trying to get to a top dog in T-Mobile but I don't know how to do it because they make it very difficult and I've never had to go to a top dog in T-Mobile.

Can anybody in this community or if anybody in T-Mobile reads this can somebody help me that the third one I need somebody to help me if T-Mobile can get back to me that would be great but if another person you know is on here and they know how to navigate this if you could please get back to me I'll even let my e-mail address and you can e-mail me anytime I would just greatly appreciate any kind of help that I could possibly get. I was getting very upset tonight on the phone and I told the guy that was supposedly the supervisor I don't even know if he was a supervisor but I told him that I had already had one heart attack and at my age my young age actually I'd really didn't wanna have another one I have grandchildren that I wanna see grown all he said was well that's our policy and if there's nothing else I can do for you then I'll let you go I won't waste anymore of your time. Isn't it wonderful how some people nowadays think it's just a waste of time to help another person whatever happened to work ethic you know and just being kind you know just you know saying let me see what I can do for you you know. There's just so much laziness and lack of respect for others nowadays it's sad very very sad. I apologize for any typos or bad grammar I have to use the voice to type and sometimes that just, does its own thing so i apologize for that. 

My e-mail address is nursenaune35@gmail.com

thank you very much.