Fraud - Returned Gateway In Mint Condition, Now they want $79.00

Yes just happened to me too! I told them I didn't have the original box but I bubble wrapped the modem. There were deep scratches on the modem that they swear had to have happened in delivery but refused to send any pics of the box. Their suggestion was the file a complaint with UPS to receive my money back. Told the rep considering it was damaged and not usable to please send me the modem back; I may not be able to use it but at least I have something to show for my money. She flat out refused saying it's the cost to repair the modem. I call BS but now I either pay this BS bill or I let it screw up my credit. Wish I could do something to get out of this charge.

Same thing happened to me. Sent back a physically perfect gateway, it just wouldn't start up. I get an email charging me $79 for gross damage. They sent me a pic of a random gateway that looked like a blow torch was used on the screen. The best I could do was get a $40 dollar credit.There is something very fishy going on with them. I have no trust or confidence in this company. I'm out $39 dollars for a defective gateway. They don't send a pic of the identification details on the gateway  so there is no way to know what gateway they are taking pics of. Very disappointed 

I returned my gateway unused. I never even opened the boxes the two items came in. I put them back in the shipping container, had it sealed, labeled and shipped at UPS last week. A few hours ago I received a text message that I was being charged $79 for a damaged screen. I was flabbergasted. Immediately knew something was up. I requested a picture of the damaged device and was sent a very blurry pic with indiscernible serial numbers. I called back and was sent another picture that was even worse. Reading these other recent comments a clear pattern emerges. 

I’d recommend filing a complaint through BBB, state PUC or FCC/FTC

You returned unopened device.  It was either

1. Damaged from the source
2. Damaged from shipping
3. Damaged at the RMA center (or claimed).

I recommend for everyone ever sending back for exchange/cancellation to take pictures/video of it running to the point that you seal it with return sticker.  Also - keep a copy of tracking,

Just happened to me today, got an email saying that I owe them $79 for damages when my box was not damaged when returned. They asked me to send it back due to it not have the new upgrade and sent me a new one. Had I known that this was going to be the outcome I would of never sent my box back. They only gave me a $40 credit on my account but that was it. I still have to pay the $79.

I would highly recommended taking pictures/video of anything that has to be returned,  and as it is boxed and dropped at ups/fedex.  File a BBB complaint then arbitration if needed.

Looks like a class action against their RMA center (or T-Mo itself) may be needed.

I'd actually recommend contacting a local news media, and have one of them go through the process, and report it.  There appears to be something rotten in Denmark as they say.

I took your advice and contacted the reporter for a large online news site that serves my state. In fact, the corporation runs identical news sites in most states. She immediately got back to me and is happy to take this case!  I will keep you posted as we are just getting started 

I received my bill today and called regarding the dispute I had initiated after being fraudulently charged for equipment I didn't damage. I was told that they would remove $20 of the total $85. Total ripoff. Rep also informed me that they couldn't consider waiving anymore of the fee BECAUSE I hadn't unboxed it to check if was damaged when I received it!  
I'm totally disgusted with this company. I've been a loyal customer for years and to be not just treated shabbily but ripped off is really outrageous!  I can't imagine another large company on the planet doing this. 

Here are the pictures I was sent yesterday "documenting" damage done to the gateway equipment I never even removed from the box. Serial numbers are indiscernible. Very blurry overall.I can't really see the damage I didn't actually do. I have no idea what the second picture is  I've never seen whatever that is supposed to be.