Being charged for a phone I have returned. Help?

Can't believe this many people have been subject to this issue. I been with TMO for over 22 years. To have them just toss my concerns to the side is unbelievable. I used the label they sent me in the box of the replacement phone they sent. Took a picture and got the proof of delivery from UPS. They claim the warehouse didn't scan.

That's not my fault! There is a problem from the warehouse drop off point and where it should be scanned in. Now I am being charged $414 for a item that I have proof it was returned.

I have spoke with representative after representative claiming they understand and it will be taken care of. That was months ago.

Now I get a call saying they still don't have any there is nothing they can do. In other words I need to pay anyway. Not so. Who can I send my proof to and get this bill cleared?

Emailed Mike Seivert , but it won't get answered.

Someone at TMO seen this can you help. Really hate to switch after all these years as a loyal customer.

That is interesting,  how do I find him/her on Facebook?

Contact the CEO of T-Mobile on Facebook. That’s what I had to do to get my issue, resolved. He assigned a team member from the CEO level to my case, and I was able to get my issue resolved quickly. 

I actually thought this issue couldn't possibly be something that is common. I have been charged for two phones that I have returned. I tried to return the phones at a T-Mobile store. I was told the store does not accept the returned phones. I was instructed to bring the phones to UPS with the return label and box that T-Mobile provided. I then did so that same day. I was then billed for both phones $2,400.00. 

I called and provided the tracking number and UPS confirmed phones was delivered to dock in Texas, within the 14day time period. The T-Mobile representative stated that they received the phones and that they have just not been processed. We decided to turn off auto payment so, I wouldn't pay for phones while in process. The T-Mobile representative instructed me to continue with my regular payments and the $10 dollar auto-pay will be credited to me at a latter date.

Thereafter,  seemingly at weekly basis for 2 to 3 months my account is turned off. I would call every time (hours) and the T-Mobile representative would respond with. Sorry, we received the phones but my account has not been credited.

The T-Mobile representative would turn my account back on and said no reconnection fee will be charged and they will start a investigation and/or wait for completion and/or speak with back office and respond. 

To date, I have been billed many times for reconnection fees and have not been credited for the 10 dollar auto-pay nor the phones.  

I then decided to give up, considering I rely on the phone to be working for my business with clients on different time zones.  This issue had an effect on my business and alarm system.

I called to cancel and asked for the phone that I paid in full to be unlocked. The T-Mobile representative stated that I must pay for the other two phones and bring the account in good standing. 

So, apparently I need to pay T-Mobile $2,400 for one phone to be unlocked that I already paid for.

Hmmm, thoughts anyone 🤔 maybe this is how  T-Mobile gets free phones to offer free phones?

I am just now finding this thread, because I have the same issue. I have a phone that was returned because it arrived to me defective on August 5, 2023. The warehouse received my return on August 17, 2023 according to the UPS tracking. However, supposedly, T-Mobile can’t find it. I’ve been billed for this device twice now and I’ve been through the ringer over this issue for 2 months now!! I’ve spoken to many. many associates, even supervisors. I’ve been told this issue would be resolved by my September 2023 bill. It was not however. Who can help?

I am dealing with the same thing returned the for buyers remorse and got another phone first it was they lost at warehouse thought that pretty convenient since it was an 1800 phone after months of calling handset claims they finally found it and I was told it would he taken of I got sick and didn't pay much attention to my bills and then when I go to see about upgrading another I notice my line is still being charge 50 for the phone I returned 18 months I have been paying for it and 50 for the one I brought instead 900 and when I talk to someone they tell me oh it didn't qualify because they lost the phone for 3 months i have been with T-Mobile for yrs and this crazy I should not being paying 1800 for phone I turned two after I bought it because I didn't like it I have the emails they have all the claims I should have a credit and should stop the 50 for the monthly payments I am not paying 18 more months what to I have to do apparently this a common thing and it's not right 

So apparently this is a T-Mobile issue, because I didn't have this problem before I was fully transitioned from Sprint. I took my return to a drop-off point and the logged it as received. The next month, I noticed it was still on my bill, and called SPRINT. They told me that they could see that I had dropped it off, so my responsibility was fulfilled. BUT... it didn't leave the drop-off point for three weeks, so it didn't get logged in as received until after the return window. So, even though they have the phone, and Sprint said I was good, T-Mobile is still billing me almost $1000 for the phone THAT THEY HAVE. Shouldn't this be grandfathered in since my initial business was still under Sprint? Make it make sense!!

earthbunny025 wrote:

Hi this is also happening to me now! I don't know what to do!

I feel bullied and forced to pay for a device I already returned and have proof of return. I can't get through by phone for help because they demand payment. ……..

Please help me someone I dont know what to do! I'm so stressed and frustrated and worried. How to fix this situation and put my account back to normal billing!

Fair Credit Billing Act.

Hi this is also happening to me now! I don't know what to do!

I feel bullied and forced to pay for a device I already returned and have proof of return. I can't get through by phone for help because they demand payment. Chat has been a relief at first but reps tell you that the dispute has been reversed or that you will receive an email in 3-5 days but nothing! No resolution or contact. Then you reach out again and are repeating the same story over and over. Is this some kind of scam? I can't believe Tmobile is like this and doing this to people. It's so clear when you return a device new you get a refund not charged again and then some.

Please help me someone I dont know what to do! I'm so stressed and frustrated and worried. How to fix this situation and put my account back to normal billing!

Hi this is also happening to me now! I don't know what to do!

I feel bullied and forced to pay for a device I already returned and have proof of return. I can't get through by phone for help because they demand payment. Chat has been a relief at first but reps tell you that the dispute has been reversed or that you will receive an email in 3-5 days but nothing! No resolution or contact. Then you reach out again and are repeating the same story over and over. Is this some kind of scam? I can't believe Tmobile is like this and doing this to people. It's so clear when you return a device new you get a refund not charged again and then some.

Please help me someone I dont know what to do! I'm so stressed and frustrated and worried. How to fix this situation and put my account back to normal billing! 
 

please please someone help me!