Charged for a device I returned

laura.david29

    I was charged  $650 for a device  I returned. I've spoken to so many customers service  reps and a supervisor and was told nothing could be done. I was told  that there is no record of me returning the device. I returned this device 3 months ago and out of the blue I'm charged for something  they themselves have no way of tracking. It is very unfair that they can't even provide  me with the tracking number  they created. All they can say is that they don't have the information. Why  wait 2 and half  months to  charge  me. The same way they call me twice a day when my phone bill isn't paid...they could've  call about the device.  Who else can I contact besides customer  care.

      All replies

      • tmo_chris

        Re: Charged for a device I returned

        Oh no! We definitely don't want you to be charged for a device that you returned! While this sort of thing is a very rare occurrence, we do have a process in place for this. I would recommend that you reach out to our T-Force team using the Facebook or Twitter links in my signature so that they can take a closer look at this situation with you. You can let them know that you already had a handset research form filed and that it may need to be escalated as the warehouse was unable to locate the device.

        • tmo_mike_c

          Re: Charged for a device I returned

          Hey laura.david29.

           

          Just stopping by to say Chris has a great suggestion. Have you run this by our T-Force team so they could try sorting this out for you?

           

          Keep us posted, thank you.

          • magenta1547312

            Re: Charged for a device I returned

            Hi Chris, let me tell you that this event occurs very very often!!! We are not the only ones who have this problem. Something is wrong between warehouse and billing department. I asked for exchange but I wanted a new device because my original device never worked properly. NEVER EVER!!! You have all the records with my calls. Then they sent me a refurbished one when i was very clear I wanted a new one. Anyways when I opened the box and I found out it wasnt a new one I closed the box and I returned. I didn't even touch the device. I didn't take out of its package.I returned the UNOPENED box with  SAM G930T GS7 GLD EXCH on April 3rd, 2017. I have a receipt with tracking number. On May 13th I received a text from Tmobile telling me; "We never received the SAM G930T GS7 GLD EXCH to process your exchange and you will be charged a non-return fee. Send the device within 14 days for credit".

            I called right away to customer service and the lady on the phone said that they have my return on records so she sent an email to warehouse to fix it. She didn't know why they sent me that and she apologized. Anyways on  May 20th, 2017 I received a text telling me that my bill is $779.48. I called and a supervisor told me that I have to wait for an answer from warehouse to see why they say I didn't returned. I wanted a solution right away. It's not my mistake. I did everything right since day one. I was already pacient enough. I pay my bill with a non return service. My device is sucks! I asked for a manager and of course my call dropped like always (this is one of the issues I'm dealing since I bought this phone on May 2016. I called again and I spoke with a manager who told me he applied a credit but they have to wait for their answer. Like the credit will show up on the next bill. Also they charged me a exchange fee I never used. I don't have an extra $619.65 to pay for your mistakes. I don't see on my bill they applied a credit for the $619.65.  Also I was another person was charged twice on May. Do you know the company you are working for 12 year is committing fraud??? Because what your company is doing under law is FRAUD. Your company is not giving the service we are paying for, it is holding money from customers and using it in your favor. That is also fraud.

            1 of 1 people found this helpful
            • sumairsajid

              Re: Charged for a device I returned

              I have the same issue,

              I returned the phone (T mobile sent me the return shipping label) I have all proof and delivery information but Still seeing the phone on my account.

              I have called so many times to UPS and T mobile even their manager but no luck,

               

              UPS claimed that they have delivered the package inside the office or so call  whorehouse BUT T mobile calming that they never received the phone.

               

              Please help...

              • drea1892

                Re: Charged for a device I returned

                I also am dealing with the same issue.

                I used my jump to upgrade my phone to an iPhone 8 for some reason it wasn't working so I went back to the store, the replace my phone gave me a new one putting the old one and a box and telling I need to go straight to UPS and drop off the phone to send it back to T-Mobile. So they printed out the shipping label for me and I did just that went straight to UPS dropped off the package and then on October 2nd I got a text stating that my package has been delivered to T-Mobile. A few days after that I checked my account and noticed that I was still being charged for two iPhone 8, so I immediately called TMobile to figure out what was going on... a week later I've gone through for Representatives who have told me that my package was never received and that they cannot find my phone at the warehouse. This is extremely frustrating!!! I don't understand how they are charging me for a phone that they lost and they still want me to go to UPS to file a claim. UPS has already stated that the package was delivered. Again they confirm that this was delivered so I'm not understanding how I am being accountable for a phone that was delivered and was lost at the warehouse!!!! Help! I am being told by Representatives that there is nothing further that can be done and I will be charged for the phone

                • rhishmeh

                  Re: Charged for a device I returned

                  I was charged for a device they say I received back in 2011 and only now is recognized I owe tmobile for it. It is impossible to get someone to properly help. I have been customer for almost 19 years straight and it is in my records to prove it. How can I contact the CEO?@

                  • nelfar212

                    Re: Charged for a device I returned

                    Have any of you spoken with the solution's center, call 611 and ask to speak with them. hopefully they can provide you with a resolution. 

                    • sharon1960

                      Re: Charged for a device I returned

                      The same thing has happened to me . My daughter is an attorney in Dallas Texas and she told me this has become a very common issue with T-Mobile . If they keep this up we can all join a class action lawsuit.

                      • returnsgetlost

                        Re: Charged for a device I returned

                        T-Mobile has a broken return process.  They have a disconnect between the "warehouse" that receives returned devices and their accounting system.  T-Mobile does:

                        -Not keep record of the UPS tracking numbers they supply to customers.  Thus if the phone is mishandled by the warehouse and the customer did not keep record of the tracking number, then there is no proof that the phone was returned.

                        -Not have a clearly defined return process.  Many customer service reps in general do not know how to process a return.

                        -Not have a chain-of-custody system for returns.  As they do not track the returns to the people who accept them, there is no accountability in the warehouse to get things done correctly.

                         

                        This is not an acceptable business model.  Amazon, for example, refunds me once the item can be tracked as in-transit as a return.  I recommend that when you return anything to T-Mobile, not only save your tracking number, but return it so the return requires a signature.

                         

                        T-Mobile is not as competitive as they once were.  When my grandfathered plan of about 7-years becomes obsolete, I will shop around.  In the mean time, my phone bill is pretty low.

                         

                        I am waiting for a refund for a returned phone.  They opened a ticket.  I supplied the order number, tracking number of return, reason for return.  A couple hours later they update my account history to say they have authorized my return and I have 7-days to return what I had already returned!  I called customer service and they told me to "ignore" the message.  They did not have record of the return shipping tracking until I supplied it!  Like I said, there is no chain-of-custody for the return of expensive mobile phones--crazy!

                        1 of 1 people found this helpful
                        • rbryinc

                          Re: Charged for a device I returned

                          I had same issue.  You need to make sure you hold on to your tracking number, I do not understand who would not but never the less you need to keep it.  I have been with TMobile for over 15 years and sadly there are a lot of things they have no idea what they are doing.  If they give you a label, you use it, i states it was returned how do they not know where it is?  I also question why is it my problem at that point.  You need to contact customer loyalty and let them explain how they intend to keep customers when this on going issue is still on going

                          1 of 1 people found this helpful
                          • rbryinc

                            Re: Charged for a device I returned

                            PS, just to get off subject I am wondering why EVERY answer by a TMobile employee is marked correct answer.  IF there is no resolution how on earth is the answer correct?  I am getting charged for a phone I returned...TMobile...Go on facebook, BAM, correct answer.....This is becoming a joke.Because I TMobile employee stated to go to Facebook or Twitter that is the correct answer?  Why Wasn't the answer about a class action suite the correct answer? Ill tell you why, so they can raise their number to look like they actually know what they are talking about.  Getting a little phony.

                            1 of 1 people found this helpful
                              • tmo_chris

                                Re: Charged for a device I returned

                                Hey folks! Please know that it is never our intention to make you continue to pay for a device that you have returned via a trade in, a buyers remorse return, or as part of some rebate promotion. With these specific types of issues, we will need to take a look at your account and here on a user to user community forum, we the community manager team do not have access to your account. Our T-Force team on Facebook or Twitter will be able to access your entire account and do a full investigation as to why you are being incorrectly charged.

                              • government.discount

                                I'm in the same situation. Can't believe they do this. Anyone reach out to John Legere or has anyone filed a complaint with the better business bureau for these types of practices ?

                                1 of 1 people found this helpful
                                • government.discount

                                  They also added a insufficient funds charge to boot and not allowed to use a credit card to pay the bill. This is t-mobiles incompetence at its worst. Reached out to @johnlegere on twitter for some help . The t-force said they would get back to me in 72 hours. Is John aware that type of practices this happen?

                                  1 of 1 people found this helpful
                                  • government.discount

                                    Still not resolved. I copied a link of this site to John Legere twitter account and got the same broken promises that it would get resolved. This is unethical that T-Mobile has these types of practices.

                                    • magenta4007294

                                      Re: Charged for a device I returned

                                      I am being billed $600 for a phone I have never even received.I was a Verizon customer and planned to switch to T-Mobile.  I was told the phone I ordered was lost in the warehouse so I cancelled the order all together and asked for a return for my deposit. I received the return and was assured that it was all handled and I would not be charged. Every single month I am sent a new bill claiming I owe money for the phone that I never received.I ended up going with Sprint since T-Mobile is in the habit of losing phones and then charging the customer for a product that they didn't receive. Which is illegal by the way. Every time I call, whoever I speak with tells me that it's taken care of and it's their mistake because they see in their system that I don't have a phone or service from T-Mobile, yet each month, I get another bill. I am ready to start a class action lawsuits with others that are being charged for phones they either didn't received, or returned.

                                        • tmo_mike_c

                                          Re: Charged for a device I returned

                                          Geez this is just no good and I'm shocked this wasn't resolved already. If you're getting an actual bill, there's gotta be a record of us having an account for you. This can be looked into and sorted out if we take another shot at it. Have you contacted our T-Force folks? I'm sure they can give you more help with getting this resolved.

                                            • magenta4007294

                                              Re: Charged for a device I returned

                                              Nope. No one has helped resolve this. Every time I speak with a representative they tell me it's resolved and they apologize and the next month, I receive another bill. Obviously I don't believe anyone at T-Mobile anymore because they lie to me every single time I inquire about this. I will believe it when I no longer receive a bill. They do not have an account for me I was told. A T-Mobile rep came into my work and signed me up with T-Mobile. The rep, Meghan Tate, took my information and had me pick out a phone and sign some forms. She told me I would have the phone within 10 days. It never came. Every time I called, no one knew where my phone was. I called USPS and they had no record of the shipment. Finally after a month, I was told by T-Mobile that it must have been lost in the warehouse. I then cancelled my order and requested a refund for the money I put down. I received the refund and was assured it was taken care of. It's been a year and 2 months and I am still receiving a bill. I never had service from T-Mobile so when I asked how I possibly owe money, they said it was for the phone. I explain how I never received the phone and you have record of that or else you couldn't have told me that it was lost in the warehouse and you wouldn't have refunded me my deposit. I have spoke to several "managers" and no one has been able to get anything resolved even though they pacify me on the phone by lying and saying that they resolved it. It apparently been "investigated" and resolved but I

                                              am still getting bills. This was a 3rd party rep that came into my work so it seems like it's a whole other division that needs to deal with it.

                                                • tmo_mike_c

                                                  Re: Charged for a device I returned

                                                  Yikes! That's really surprising it's been going on this long. Are the bills you're getting addressed from some other company or T-Mobile? It's possible this could becoming from an indirect dealer. Did the rep give you a card or any contact info? Did you get any paper work with a tracking number or a receipt for the down payment? I'm just thinking there has to be a way to trace this. When you were told it's been resolved, did they mention exactly what they did?

                                                   

                                                   

                                                  magenta4008196  it seems like your situations might be slightly different. I guessing you do currently have a T-Mobile account correct? Were the 3 phones you had returned upgrades or were you trading them in?

                                                    • magenta4007294

                                                      Re: Charged for a device I returned

                                                      The bills are addressed from T-Mobile. The rep is Meghan Tate. She came into my work trying to get businesses to sign up. I signed up with her. I have called her multiple times and she refuses to answer my calls. I got paperwork when I signed up, yes. There was no tracking. She just told me it would be delivered to my place of work in 10 days. I have a paper that shows my down payment which was eventually refunded to me. There is a way to trace this, that is my point. Everytime I talk to a rep at T-mobile they agree that I don't owe money because they see in their system that my phone was never shipped and that they refunded my deposit. They sent it to the department that investigates fraud which is ridiculous to me since the reps can clearly see the phone never shipped so I don't know how fraud would even be an option, but regardless, I was told that they investigated it and it was resolved. It's obviously in your practices to scam people and charge people for products that they never even sent me in the first place and then lie to me and tell me they took care of it and I won't receive anymore bills.

                                                        • tmo_mike_c

                                                          Re: Charged for a device I returned

                                                          Getting this to our fraud team was most likely done when there's a charge that isn't valid due to an unauthorized purchase, so it does make sense to me to get them involved. I agree there's a way to trace it, we'd just need to have this investigated on our end to try and find out what's causing this. I understand you've called before, but it's worth a shot to bring this up with our T-Force folks we can get another set of eyes on getting this resolved.

                                                            • magenta4437926

                                                              Re: Charged for a device I returned

                                                              So I’ve been with tmobile 16 years literally and I’ve gone through same thing. I returned the device and had confirmation as well as a video showing it being returned because I had problem in past and I’m still paying for this device till July. I reported it to T-Mobile and even after paying for something I returned I still kept service. I recently ordered a warranty exchange and they sent 2 phones and didn’t even realize they did till I called to ask what to do with the second because I didn’t want to be charged. After reading this post I’m definitely thinking about changing my service and offering someone else 16 years of great service.

                                                  • magenta4008196

                                                    Re: Charged for a device I returned

                                                    Same issue keep happening on my account as well. I have turned in 3 phones and am still being charged for them monthly. Even time that I call in to 611 I get different justifications for the extended charges ( Oh we gave you a credit, etc). The issue never gets resolved and every month I am struggling to pay off my bill and at this point with nothing resolved I am looking to end my services with T-mobile. I don't know what else to do at this point, thought switching over to T-mobile would be great but looks like I will be going back to Verizon.

                                                    • magenta4008196

                                                      Re: Charged for a device I returned

                                                      Hey tmo_mike_c they were returned to the store yes they were upgrades.

                                                        • tmo_mike_c

                                                          Re: Charged for a device I returned

                                                          Ah okay. Did you buy them from the same store or over the phone? If it's from the store, you definitely shouldn't continue to be charged for them. If it was over they were bought over the phone, there should be a record of the devices being sent back. We don't have account access here to look at it, but there is a way to find out the status of these phones.