keiko5770

    This just happened to me on today. I mailed in my old iphone 6 on Oct 8th, 2016 using the trade in return label that came in the new iphone 7 box. I even took a picture of the return label. The return label shows the postage is prepaid and it is first class mail. So I didn't think much, and dropped it off at Staples. On today, I tried to check the status of the old phone, I realized that the label has no tracking number, it only has a set of number starts with TMU....I google it, and found out this is just the RMA # for Assurant Solutions. Then, I contacted T mobile customer service to see if they receive the package, since there is no tracking # on the label. T mobile rep told me that she couldn't locate the package. She said she will open a search for the device for me, and it will take approximately 5-7 days.  Also, she told me that there is tracking number on the label, and I can find it on my T mobile account. I login in to my T mobile account online, and previewed the shipping label. It shows the barcode as well as the tracking number at the bottom. The label that came in the new phone box is same as the label I found online, except the bottom part (the part with tracking info) was not there.  Check the picture, there is no tracking barcode and tracking number at the bottom. The return label I received in my box is exactly the same as this one, except the RMA is different. I also google it online, I found a lot of people has the same issue as me. T mobile's trade in for iphone 7 is just a scam. Never ever use the label they provide to return the iphone, they will just take your iphone and told you that they couldn't locate your phone. People who has same issue as me, please reply me with your contact info, so we can file a class lawsuit against T mobile. I am not going to give out my iphone 6 for free. label.jpg

      All replies

      • drnewcomb2

        Re: Trade in for iphone 7 is a scam.

        At this point in time, I'd stop talking on the phone and write a letter to their dispute address citing the Fair Credit Billing Act and explaining why you don't owe them the money they say you owe them. The Act is your friend, become familiar with it and use it.

         

        BTW, T-Mobile has had some recent problems with phones getting temporarily astray at the return unit. And I personally agree that you should return ship the phone yourself, get delivery confirmation and pay for insurance.

        • tmo_chris

          Re: Trade in for iphone 7 is a scam.

          Hey keiko5770,

           

          Thanks for taking the time to post to our community today. We have heard our customers when it comes to the trade-in return process and are working on making it more seamless. In the meantime, you can rest assured that it is not a scam and if you mailed your device back to us we have received it. With iPhone launches, our warehouse gets slammed with JUMP returns from customers upgrading to the new phone as well as trade-ins for the promotions we run. Typically, it can take 1-3 billing cycles for any trade-in credits or EIPs to be removed from an account after we receive the device and with the madness that is iPhone season, those time frames tend to reach the latter 3 billing cycle mark. While the system may not show that we have received the phone, this simply could be due to the fact that the warehouse has yet to scan in your specific device.

           

          It sounds like when you called us, our support teams opened up a handset research form. This is something that we usually only do once the estimated time frame has passed as that would indicate that something went wrong with the return. Since you mailed your phone in just a little under 2 weeks ago, you may receive an email that we could not locate the device in our system. Please do not be alarmed as this is normal when a handset research form is filed before the 1-3 billing cycle period.

           

          I understand that you want to know the status of your return so that you can get your promotional credits so I want to put your mind at ease by letting you know that you will still receive your full promotional credit no matter if it takes 1 or 3 billing cycles.

          • wao813

            Re: Trade in for iphone 7 is a scam.

            Hi Keiko5770,

            I'm having the same issue.  It's been more than a month since I mailed in my trade-in phone.  And after two warehouse search request, the latest update I got from the warehouse is that the phone is still in use, even though I'm using the new iPhone 7 for a month.  Been calling t-mobile service for 4 times and they don't even agree with each other.  Some saying the phone may send to a different warehouse so I need to call back again to get a warehouse specialist to help.  When I called back, the new representative said there's no such specialist.  When I mentioned the "Assurant" return label.  The representative says they don't do trade in using "Assurant", and they never use USPS as delivery neither.  With nothing they can help, and I have to find my phone from USPS and send back to their warehouse in Texas myself.

            Either those representatives are from the different department or they don't have enough training about the trade-in program.  After so many phone calls, no one from T-mobile can provide any useful information about my phone.

            • cpcasallos

              Re: Trade in for iphone 7 is a scam.

              I have exactly the same issue. I traded in two phones and sent them at the same time. And now they are saying that they haven't received one of them because they could not locate it when in fact I used the same label they sent to me, the one that does not have a tracking #. I feel like somebody is stealing these missing phones. I requested a search on the phone and this is what I got. Now, they want me to contact USPS, when I shipped it last Sept 19th. This is scary!

               

              T-Mobile Handset Order Research Request
              Handset Order Reference:  06719561

              Thank you for taking the time to contact T-Mobile. We show no record of the equipment being received by our warehouse. Please allow up to 7 business days from the date the package is delivered to the warehouse to allow time to confirm the contents of the package. If it is past the 7 business days, you may want to contact the shipper concerning the shipment.

              Thank You,

              Handset Order Research Department
              T-Mobile USA, Inc.

              • barcodeable

                Re: Trade in for iphone 7 is a scam.

                I have had similar problems years ago, but they somehow (maybe by the way of the Force) found my return. It is a very scary thing. I was asked several times by customer service if i sent it to the right address (i said yes). Im not sure if the procedure is the same, but the place i had sent it to (i believe in texas) has to havea special return number connected with the return and that number is provided by T-Mobile. You can't just mail the return package in without obtaining this special number. But Luckily some genius found my return and I was credited appropriately on my account. I aggree this return process should be more transparent and simple. It's almost like sending your return to Curly, Larry & Moe (And thats when the crazy fun begins).

                  • cpcasallos

                    Re: Trade in for iphone 7 is a scam.

                    I contacted their Facebook T-force and Jacob helped me. He did some adjustments to my account and hopefully it resolved the problem. I need to wait for the next billing period and to see if it did resolve it. I'm crossing my fingers. This has been an ordeal since Sept. This gave me some sleepless nights and too many wasted hours on the phone and chat. I don't know if I will do this again.

                      • barcodeable

                        Re: Trade in for iphone 7 is a scam.

                        SOmetimes you can't avoid an issue like this. If you buy a Phone, even if its through At&t or Verizon, I think they all use assurance company for merchandise returns. I have thought about it! T-Mobile will probably continue doing business with Assurance, but what they should start doing (to gain customers trust) is to accept the phones as the buffer between Assurance and the customer, and once the customer sends them the product they ship it to Assurance.  In this instance if the phone has been lost, the customer will not be expected to look up IMEI numbers, or to lose sleep over not knowing where their $800 dollar phone is.

                         

                        GLad everything is working out

                    • jackeren

                      Re: Trade in for iphone 7 is a scam.

                      @Keiko5770

                      Trade in for iphone 7 is a scam. Have Exactly same Problem as you. in case you need my contact info here is : (Edit Tmo_ChrisL- Removing personal info)

                      here is my problem is similar to you. i would go with you on this matter

                       

                      WhatsApp Image 2016-12-06 at 12.07.46 PM.jpeg

                       

                      regarding Tmobile Black friday Iphone Trade-in offers . i traded in my samsung note 4 for an iphone. sales told me when i received the phone, please use the label provided, which i received it on 11/30/2016 and i promptly sent the trade in on monday 5th 2016. it has been a week. once t-mobile told me to wait 24-48 hours before take another action, so then on friday i contact t-mobile again to ensure my return was delivered, confirm by the agent said it received but not yet processed. on monday 12/12/2016 still not hear anything from t-mobile , so i contact them again. said this process would take up to 3 billing cycles. i am really shocked : (. and told me they haven't yetreceived my trade in device or have not process it yet even if they receive it. if i can turn back the time. i really wish i didn't do this trade-in on black friday. what i heard from the sales. is totally different what i experienced. all information, time process not being clarified on the time of transaction. T-Mobile ask to ship the trade in within 30 days. however i did sent it just 5 days after i received new phone. and yet until today none of customer can detect my trade in return status. and have to wait 1-3 billing cycles. and per cust said. i might have to paid full EIP until they complete the process. this is pretty messed-up.

                       


                      I have been with tmobile for years and years. hopefully someone can reconcile this matter.


                      • skorth

                        Re: Trade in for iphone 7 is a scam.

                        Hello.  I am having the same Jump/Assurant issues with no credit for the returned iPhone6S Plus.  So I am saddled with 2 years of $31/month payments for a phone we no longer have.  On Dec. 16, a T-Mobile rep named Shawn called and said there was a record of the phone being received. He would call back Dec.23 with more info but he never did.  Now it is time to pay again for 2 iPhones.  I've been paying for 4 months now. This sure looks like a scam to me since the mailing label did not have a tracking number and no insurance. You cannot track it!  The customer should not have to worry about it since it is" insured".  Been with T-Mobile for 15 years.  So sad. 
                        (Edit: Tmo_ChrisL - Removing personal information)

                          • tmo_chris

                            Re: Trade in for iphone 7 is a scam.

                            Hey skorth,

                             

                            You definitely should not have to worry about this. If Shawn let you know that we showed the devices was received, then we will be taking it off the account as well as adjusting any charges you were billed after it was returned.

                             

                            I am not able to see your account here on a user forum so I would recommend that you give us a quick call so we can take a look at Shawn's notes to see what the status is.

                          • alt71

                            Re: Trade in for iphone 7 is a scam.

                            I have the same problem. Please let me know if there is a lawsuit against it. I'm in.

                            Thanks.

                            • chrisnyleo81

                              Re: Trade in for iphone 7 is a scam.

                              I'm having the same issue here's my email xxxxxxxxxxxxxxxx please let me know if there was a lawsuit

                              i called today and they told me that they don't know where is the device i sent this is unacceptable

                              • jtgolden1s

                                Re: Trade in for iphone 7 is a scam.

                                I traded my phone in using Jump. It was an Iphone 6s Plus. I had the phone for a couple months and when the Iphone 7 came out I decided I would trade in. I went to a T-Mobile store, the closest one from me is 2 hours but I was in the city at the time, and told them I wanted to trade in. The process was quick and easy, the girl behind the desk looked at my phone and saw no issues. I waited a little over a month before my phone arrived due to back orders. When I received the new phone I called T-Mobile and had them email me a return label. She asked me to take the phone to the store but after stating how far I live she happily sent me a return label via email. I wrote down the RMA on paper and put it in the box as she stated on the phone. My next bill I was being billed for my old phone and new phone. I called and the person on the phone stated that the bill had been adjusted and it was fixed. Next month's bill same issue, I called and the same thing. The bill was adjusted and I was assured that it would not happen again. Last night my bill came out again, same issue. Both phones are being billed. I called T-Mobile, I was on the phone for over an hour. I was transferred three times, each time having to explain the issue. When I got to a higher level person she said that the phone has not been received or found and she was opening a case. Towards the end of the conversation she was trying to get off the phone with me as fast as possible saying that I don't even have Jump. It is clearly stated on my account that I have Jump. T-Mobile is scamming people, they are not holding up their end of the deal and charging people excess amounts due to their negligence. I have my tracking number, the proof of delivery stated it was delivered and signed for by Roberts. This is the most ridiculous thing, the worst part is my brother is having the exact same problem. The same issue verbatim. They better fix this fast. I wont even go into my Wives issue we are having. Long story short. She traded in a Iphone 6 plus during the promotion they were having when the 7 first came out. Trade in a Iphone 6 plus THAT IS PAID OFF, and get a new 7 at no cost, other than tax. Three months later now and we are still being charged full price. T-Mobile finally told us last night it is because of water damage. The phone was in perfect shape, never once had it been in water or anything. I cannot believe these people.

                                  • jackeren

                                    Re: Trade in for iphone 7 is a scam.

                                    eventho my iphone 7 case is delivered, but heard your situation are very similar to my past experienced on nexus 6, where the device is fail but under 6 month , sent back for warranty. after wait months, customer said it has water damage, then they will charge full amount of new device. then i asked, to sent back my device because there's no water damage at all. they said device cannot be return they said device has been recycle. what the HELL .. i am shock to death. i call and call again, another customer said its not water damage,

                                     

                                    so the point is T-MOBILE is very tricky, if someone is ease on things and let it go.. they will eat every of you.

                                    this is not right. i felt terrible and feel sad to those customer , what a horrific situation.  i wish i had all the conversation documented.

                                  • cattrang

                                    Re: Trade in for iphone 7 is a scam.

                                    There is something about this...whole trade in thing.

                                     

                                    The exact same thing happen with me. They said they will look into it and it will take 1-2 week. Now they tell me they didn't find it yet and wait for another week. They keep saying thing like "There nothing we can do about it" "Let me submit a form?" And it have been what? 3 month?

                                     

                                    What is are those word even mean? Been customer for the last 10-12 years but this feel like a punch in the face. If there any action at all just count me in.

                                    • c1486888

                                      Re: Trade in for iphone 7 is a scam.

                                      This is a total scam.

                                      They received on my trade in iphone 6 and I received a credit of $150 on 10/18. I've been getting charge $30 without any credits.

                                      • tmo_chris

                                        Re: Trade in for iphone 7 is a scam.

                                        Hello everyone! Thanks for taking the time to post to our community. I know that the iPhone trade-in promotion was very popular and was a major factor in deciding to upgrade. We want to make sure that everyone who qualifies for this promotion receives their credits and rebates. Our forums are primarily user powered, and because staff doesn't have a way to securely collect account info, we aren't able to enter your account and determine why your promotion was denied or why you have yet to receive your credits. If anyone here is having issues with your iPhone 7 trade-in promotion, please contact our customer care team or reach out to our social media team T-Force using the Facebook or Twitter icons in my signature so that a specialist can review your account.