I'm sure this is a widespread issue, but hope that this will get me some help from T-mobile as well.
I signed up for the Trade-Up program in September and once I received my Iphone 7's I sent in 5 Iphone 6's to an address in Coppell, TX delivered on November 16th, 2016. Since then I've called in repeatedly for weeks asking why I am still paying the installment when I traded my phones in so long ago. I've waited longer than 2 billing cycles ... but was always assured that it "Just takes time" ... After having the issue "escalated' 3 times with no call back I finally got the solutions department and was told they MAY have found one of them, but have no record of the other 4 and I needed to provide them the IMEI numbers and my last ATT bill from when I switched over.
First of all - I provided all of the IMEI numbers over the phone when I requested the label to send back the phones and second - the
ATT bill has no information on it that will help them trace the phones.
Has anyone else had any luck getting this resolved? I've seen multiple posts with similar issues with phones sent to the Coppell, TX facility. This issue has costed me a lot of additional money on each of my bills and now I'm basically told they are lost and they cant find 5 phones that were in close to new condition.. This is not acceptable when I followed all of the procedures I was told to - I even had to provide to them the tracking number because they couldn't find the label they sent in the system.
Hoping this gets me somewhere because calling customer service a hundred times has not.