UPS never delivered, now I’m in limbo
What did people do to resolve this issue because I'm sure I'm not the first. So, UPS was supposed to deliver my new phone, and on the day of delivery, tracking statesthe package was damaged in transit and will be returned to sender. Then the next day, the tracking says the package is missing. It's been over a month, with multiple frustrating chats and calls with T-mobile reps from the Philippines who repeat from the same script saying they will escalate and investigate and someone will follow up with me and call me back within a week and this will be resolved and I can get a new phone and so on and so forth. Meanwhile, I'm getting emails and texts saying my trade-in is due and I will be charged the device payments. At this point, I'm ready to cancel my five lines, device line, home internet and go somewhere else.
UPS lost my package, T-Mobile wont do anything about it
I ordered new iPhone recently online for my partner. The device went out for delivery & never showed up. Been thrown around in circles by both T-mobile & UPS , with no help. Tmobile representatives keep lying to me every time i need information about my package & refuse to refund the phone and cancel it.
UPS Damaged phone
My question is simple. I have called customer service 3 times today and UPS twice. I sent back a pristine Iphone 13 max in exchange for the 16. When the phone arrived to T-Mobile I get pictures of the device showing a cracked screen that was not there before I sent it. I have been a Tmobile customer for 7 years never had an issue. However, I was told by T-mobile they couldn't do anything, and UPS tells me, I can't do anything T-mobile has to file the claim. T-mobile won't file a claim because they "can't prove" the phone was damaged before it was sent. That makes sense, however if you look at my account there is proof that if I sent a cracked deviceback in the past, I am very up front about it. Case and point I did it with a S22 that i cracked right before Iupgraded. Now the drop in value of the Iphone went from 300 to 140. Over 50% of the trade in value and there is apparently nothing I can do. 160 may not seem like a lot, but i mean that most of my monthly bill. I am very discouraged and may have to venture to see if there are any better customer services in the mobile world.
Assurant Insurance Complaint
Been dealing with Assurant and UPS since April 2024 and it has been a complete nightmare. First, the replacement phone they sent was not delivered by UPS, although UPS said it had been delivered. It may have indeed been delivered but not to my house as I waited all day for the delivery. I called Assurant to let them know that I had not received the phone and they filed a a UPS claims on my behalf as I was informed that the company would have to do it. The claim was closed as UPS said it was delivered with no back up information other than the standard delivery receipt. From what I was told by a UPS driver they are supposed to take a picture which I had not received. To make a long story short, I ended up having to purchase a new phone because of the run around. Now Assurant has withdrawn almost $400.00 from my accountthrough tmobile becaused the damage phone had not been returned. Tmobile says they cannot help me because it is dealing with assurant. It seems like I have reached a dead end. I have no replacement phone, out of pocket for the deductible, and a negative account. Looking for any advice/suggestions. ¡Gracias!
UPS and TMOBILE are NOT a good combination!!!!
The local T-mobile store didn't have my upgrade phone choice in stock (they barely had anything in stock), so I had to get it sourced from somewhere else. They only use UPS and you can only get a signature required shipment. Well, I happen to work for a living so I wasn't able to be home to sign for it any of the 3 days they tried to deliver it. I called T-mobile as well as UPS multiple times, spent time on UPS's website to see if I had any options. Both companies told me I had no options short of letting the pkg get returned to the shipper or pay up to an extra $10 to get the package dropped off at a local UPS store or get the delivery date changed. Because I didn't want to get the pkg returned only to have to go back to a T-Mobile store to do this ALL OVER AGAIN, I finally went on and paid the extra money to get it dropped off at the local UPS store for God knows when….. I don't understand how a company can do this to people. I understand that they do these things for security reasons but they don't give the customer ANY option or choice in the matter. This was an EXTREMELY frustrating and maddening exp. Of all the things I've ordered through the mail in my life, I've never had this happen to where I had no option that was not only more expensive but also highly inconvenient and aggrivating. After all this I feel like switching carriers. T-mobile was absolutely no help at all and any time I called them I had to start the entire explanation of what was happening all over again. I was a Sprint customer for over 20 years before they got bought out by T-Mobile and my exp with their company up until hasn't been bad but not great either. But after all this, I am a very unhappy customer. This experience has really turned me on them.
Need to help ASAP with redirecting phone delivery
My phone is scheduled to be delivered today. I ordered a new one because my old one is broken and will not charge, so it is dead and cannot call tmobile. I have to work on-site during the day and can't be home to accept the delivery. I need to have the phone delivered to a UPS store that is nearby. However, tmobile put a restriction so that I can't redirect the package. Why did tmobile do this? I should be able to redirect the package if it makes it easier for me to pick up. I need help redirecting the package so that it does not get sent back. Otherwise, I will be longer without a phone. I feel like I'm in a vicious cycle and tmobile doesn't have a chat feature so that I can resolve the issue online while logged into my tmobile accountreturn device lost
So this all started a couple months ago now. I went to a T-mobile store to buy a new iphone SE, and they didn't have it in stock so the lady said she would order one for me. She gave me a price and I asked her what the price included and she said just tax. At that point I knew T-mobile was waivingthe activation fee online, so I figured they were in stores too since she said just tax. I gave her my card and told her I was going to pay in full. She told me I had to sign something before I left so whileshe was putting in the order I went online and checked the price in the shopping cart and it was lower (like $50 less)so I confronted her. She then told me the price she gave me included service charges. I told her to cancel the order and that I would just order it online on my own. She at first told me she can't, then when I asked her why not, she then said she could and that I can just go at that point. I got my in car and ordered the phone online right away. BUT I got 2 order confirmations in my e-mail so I walked back in the store and told her. She said I can disregard the e-mail, so I took her word and left. A few days later, I receive TWO phones, so I called T-mobile and told them my situation. They sent me a return label and that same day I took the phone the store ordered to UPS. Unfortunately UPS lost it, so once the tracking didn't change for a whole week I contacted T-mobile again and even filed my own claim on UPS, which was approved within a week.UPS says I can't get more information on the claim I filed and that the "sender" had to fill out some forms and send it back to receive the refund. Now the "sender" in their terms is the one who made the return label, which is T-mobile and their account is the one that would get the refund. During the past 7 ish weeks I've called T-mobile almost every week. Every time I'm promised a return call-never called back even once. Every time the rep just wants to file a new claim as well. THE CLAIM IS IN AND APPROVED ALREADY!!!! It's not T-mobile's fault the phone is lost, that's UPS, but they REALLY need to follow through with these claims to get their customers' money back. I already see tons of similar situations on this community. And this all started with a lie from a T-mobile store worker anyways, so I'm about to really throw furry. If this doesn't get solved by the end of this year, it's bye-bye for our family plan of 5.Device returned in July only just now recieving information they did not recieve it.
Hello, This is a series of questions as well as a conversation to have on record. On November 22, 2022 I recieved a text message that I was being charged $370.00 for a home internet device non-return fee. I spoke with a representative over the phone immediately as I had no clue what this charge was. I also checked in a store and was told that this charge was from a device non-return fee for the home internet. However, I had returned the device within the 20 days back in July and had never recieved a text, email or statement until this point that the device had not been recieved. The Rep agreed that it was bizaree I hadn't recieved any kind of notice and no matter how many times we both put in the tracking number we just recieved an error. I checked my emails, texts, etc.Nothing else. After filing a form for this situation to be investigated with the phone rep I was told I would have to wait 5-10 business days (plus holidays which is fair) and I agreed. Once the call ended I did some research trying to figure out anything. I called UPS (where the return label was meant for), The UPS store's box I had dropped it off at, USPS, and the local post office. Come to find out the UPS stores drop off box was actually a USPS drop box and so the device had been put through their system but I was told if USPS or the local post get anything from UPS they immediately return it. Which could explain the delay. Also that after 120 days UPS no longer keeps track of tracking numbers and after 60 daysyou cannot file a claim which would explain the error. Finally, I dialed the UPS 1888 number which is an automated machine it's customers use to track boxes and it actually gave me a date, time, and place. I checked the label and it was delivered to the warehouse on November 15th. I quickly called back and explained everything to another rep and she made note of it for me but said since the form had already been filed I would still have to wait for the follow up on November 30th. Which I agreed to since it was still within the 15 day return window the text had given me and my bill wouldn't be due until December 18th. Come the 30th I recieved my call and was told the that the search came up inconclusive so the situation was out of their hands. The rep worked very hard to try and give me a solution and explained since I did have that phone call saying it was returned to the warehouse that myaccount should be updated and that we could remove autopay from my account that way I am not charged. Our call was cut short due to service issues (I was traveling to work and that in-between point is just spotty) but the autopay was removed. I called just a short-time ago today and spoke with a third rep. I explained the situation and was set up with another follow up for the 15th of December, a collections hold on the charge (since the $370 [$390 after taxes] hit my tmobile account on the 28th), and with this hold I have until the 20th of December for the warehouse to update the status of the device. I was informed that the warehouse is backed up at the moment and they are still working on returned devices since September. After this long situation here are my questions: Why was I not informed the device had not been recieved within the 20-30day return window? Why was I charged nearly four months later? Why was I onlycharged 7 days after the ups system reported the device had been delivered on November 15th? Why did the charge still hit my account despite the warehouse being backed up since September and how was the team unable to at least locate the device in the system? Why am I still being held responsible for this charge when I cannot recieve at least a ballpark estimate for when the warehouse can locate this device whenit has been at the property since November 15th, and wasreturned with a return shipping label since July 17th? And IF the device is not found within the window between now and December 20th I will be held responsible for the charge and will have to pay the $390 dollar bill. All phone representatives were very kind and did their best to help me and I know a lot of these questions are above them to answer yet I was given no opportunities to try and discuss this with a supervisor, etc. Which is very frustrating when you are dealing with this much money and an assured fact the device was returned with evidence, a tracking number, emails, calls, dates, etc. The minute I was aware of that charge I called. I'm an independent college student, working part time, financially supporting myself and have not recieved any kind of outside financial support since I was 16. I don't have $390 to give up over something that I know for a fact was returned and really just need any level of reassurance that this device will be found.
