Please understand that this has been a 3-week ordeal with countless hours spent on the phone with probably a dozen plus customer service reps, supervisors, etc. I know this is long, but if anyone could help me I would appreciate it so much.
Purchased an iPhone 6S from T-Mobile last month. Opened it the day it arrived to me, October 20. Immediately decided I wanted to return it for a refund. Put it back in the packaging they sent it to me in (which was only a plastic gray bubble mailer with the phone box floating around in it - in which you could see the outline of the box - with large labels proclaiming there were lithium ion batteries inside. I don't know what kind of packaging would scream "I'm an iPhone, steal me" besides that, but I wanted to send it back the way it came to me). Anyway I affixed the prepaid return label they gave me to it and personally dropped it off that day - October 20 - to an Office Depot UPS dropoff location. I even got a dropoff receipt.
The item was scanned for a "pickup scan", but no subsequent scans were made after that. I called and had T-mobile perfom an investigation, as well as called UPS to have them perform an investigation. T-Mobile finished first, and said someone was using the phone, so they halted their investigation and refused to communicate with UPS so that UPS could complete their own.
I called yesterday and finally reached an executive customer service representative by calling the phone number to the president of T-Mobile's office. She was sarcastic and called me "my friend" the entire time, but I wouldn't have minded that if she didn't go on to insinuate I stole the phone myself.
First thing she says is someone is using the phone starting on October 29 and that she can see what carrier it's on and more info but cannot tell me... Obviously it isn't me. I told her go ahead and track the phone, do anything you want, but I do not have it.
After huffing and puffing, she calls UPS while I'm on hold and comes back as if she's discovered something to pin me down with - she said they told her the weight of the package was less than what she thought it should have been (even though tracking it online says the package weighed 1.5 pounds and my receipt from dropping it off says 2 pounds). An iPhone 6S in box weighs a lot less than 2 pounds.
I let her know I did not appreciate her insinuating that I didn't ship the phone back. If I was going to steal a phone, why the **** would I be pestering T-Mobile for a $154.00 refund and to cancel my line of service? Why would I be telling her I am open to the police getting involved? And even more importantly - UPS lost the package. How would I have orchestrated that?
After refusing to give me the device's serial number so I could file a police report, she said usually their policy is that they refund the customer whenever they get the phone back. This after I was told not to worry - I would receive my refund if it was lost - by numerous other representatives. Apparently this policy changes when T-Mobile sees someone is using the phone. Why should I not receive my refund - the return was lost by their shipping partner and apparently stolen. Why is this on me?
She said she opened another investigation with UPS and will personally call me back on the 20th. I really don't know what to do at this point. They are already sending me bills for service I'm not using for a phone number that isn't even in use. They put a hold on my statements so it doesn't go to collections for 14 days, but if they don't find this phone, am I still liable to pay service charges and installments on this device? This makes no sense. I have never brought anyone to court, and don't even know the first steps to do so.
Purchased an iPhone 6S from T-Mobile last month. Opened it the day it arrived to me, October 20. Immediately decided I wanted to return it for a refund. Put it back in the packaging they sent it to me in (which was only a plastic gray bubble mailer with the phone box floating around in it - in which you could see the outline of the box - with large labels proclaiming there were lithium ion batteries inside. I don't know what kind of packaging would scream "I'm an iPhone, steal me" besides that, but I wanted to send it back the way it came to me). Anyway I affixed the prepaid return label they gave me to it and personally dropped it off that day - October 20 - to an Office Depot UPS dropoff location. I even got a dropoff receipt.
The item was scanned for a "pickup scan", but no subsequent scans were made after that. I called and had T-mobile perfom an investigation, as well as called UPS to have them perform an investigation. T-Mobile finished first, and said someone was using the phone, so they halted their investigation and refused to communicate with UPS so that UPS could complete their own.
I called yesterday and finally reached an executive customer service representative by calling the phone number to the president of T-Mobile's office. She was sarcastic and called me "my friend" the entire time, but I wouldn't have minded that if she didn't go on to insinuate I stole the phone myself.
First thing she says is someone is using the phone starting on October 29 and that she can see what carrier it's on and more info but cannot tell me... Obviously it isn't me. I told her go ahead and track the phone, do anything you want, but I do not have it.
After huffing and puffing, she calls UPS while I'm on hold and comes back as if she's discovered something to pin me down with - she said they told her the weight of the package was less than what she thought it should have been (even though tracking it online says the package weighed 1.5 pounds and my receipt from dropping it off says 2 pounds). An iPhone 6S in box weighs a lot less than 2 pounds.
I let her know I did not appreciate her insinuating that I didn't ship the phone back. If I was going to steal a phone, why the **** would I be pestering T-Mobile for a $154.00 refund and to cancel my line of service? Why would I be telling her I am open to the police getting involved? And even more importantly - UPS lost the package. How would I have orchestrated that?
After refusing to give me the device's serial number so I could file a police report, she said usually their policy is that they refund the customer whenever they get the phone back. This after I was told not to worry - I would receive my refund if it was lost - by numerous other representatives. Apparently this policy changes when T-Mobile sees someone is using the phone. Why should I not receive my refund - the return was lost by their shipping partner and apparently stolen. Why is this on me?
She said she opened another investigation with UPS and will personally call me back on the 20th. I really don't know what to do at this point. They are already sending me bills for service I'm not using for a phone number that isn't even in use. They put a hold on my statements so it doesn't go to collections for 14 days, but if they don't find this phone, am I still liable to pay service charges and installments on this device? This makes no sense. I have never brought anyone to court, and don't even know the first steps to do so.
