SyncUp Tracker first generation warranty fulfillment.

I have a SyncUp Tracker that failed under warranty. I contacted T-Mobile and spoke to a T-Mobile agent about filing a warranty claim. The agent told me a new or refurbished replacement device was not available for warranty exchange because the first generation of SyncUp Trackers were being phased out. The agent said I would need to use my credit card to purchase a new, 2nd generation SyncUp Tracker. The agent promised to credit the full amount back to my original form of payment as soon as the credit charge posted. This would satisfy the warranty claim. I have two voicemail messages from the T-Mobile agent letting me know that once the credit card charge posts, he would be crediting me the entire amount back to my original method of payment. The promised credit never happened. In a third voicemail message, three days later and well after the charge had posted, the agent said he was not able to credit the amount back to my credit card, as promised, but could only credit the amount back to my T-Mobile account balance. A couple of days later, the agent called me to reiterate what he said in his final voicemail message. I told the agent a credit to my T-Mobile account balance was unacceptable. I reminded the agent of his promise to credit back the entire purchase price of the SyncUp Tracker 2 device to my original method of payment, my credit card. The agent said the matter was out of his hands.

I attempted to escalate the matter by contacting another T-Mobile agent. The agent documented the issue and sent the request to the T-Mobile back offices for review. I told the agent to have the T-Mobile back office team listen to the original phone conversation and the subsequent voicemail messages involving the T-Mobile agent who initially processed my warranty claim. I do not know if any research was done by the T-Mobile back office in this regard, but the back office denied my claim.

After hours of phone calls to T-Mobile and having to endure inordinately long hold times and dropped phone calls with multiple T-Mobile agents, I finally reached a T-Mobile supervisor. The supervisor informed me that the T-Mobile agent I spoke with never filed a warranty claim. Instead, the agent signed me up for an upgrade without my knowledge or consent. Not only did I pay for the entire amount of the SyncUp device out of pocket, I would also have to finance the remaining balance of the defective SyncUp Tracker that failed under warranty. The T-Mobile manager provided me with two options. I could accept a T-Mobile gift card for the amount of the purchase or have the amount electronically deposited into my bank account. The direct deposit required me to provide my bank account number and routing number to the T-Mobile agent. I opted for the T-Mobile gift card. Less than 24 hours later, I received a text from T-Mobile indicating the gift card issuance was denied.

Using the voicemail messages as supportive evidence to demonstrate what the T-Mobile agent had promised and what he failed to do, I disputed the charge with my credit card company. I am awaiting my credit card company's decision.