All replies
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The trade-in should have been an easy process for nooncheez. I could only imagine how you feel, and we appreciate you being so prompt sending the phone in. I am curious, did you happen to send that phone to address in TX or PA? The only reason I ask is because if it's sent to our warehouse in Texas, the credit may not appear for the trade-in. If that's the case, and it wasn't sent to the right address, there's an escalation path our Care team can follow and get this resolved if you Contact Us and let them know the specifics.
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Thanks for the reply, Mike. I used the self-addressed label provided in my new shipment of the Note 7 to send the trade-in device which went to York, PA. To reiterate, I now have 6 months of $30 monthly charges for a device that was sent by me and received by T-Mobile or its agent per USPS tracking. Still being billed for it. I've already contacted customer service and have a case reference number.
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Hmm, sending it to PA should have gotten you that credit. Without being able to look at your account, it's hard to say what's happening exactly. Have you talked to Care recently? What was the last thing they told you?
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Mike
I have spoken with care and received a "case number" of HRT 07020835. No response as of today. Call was placed on March 1, 2017.
Thanks for the follow-up note!
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Hey nooncheez,
I'm sorry it is taking so long for this to get completed. The team that completes the handset research has pretty high volume right now and it may take a few weeks for them to get back to you. You'll receive an email once their investigation is complete. Thanks for hangin' in there.
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Amanda
Thanks for the reply. On March 21, 2017 I received the following from T-Mobile by email:
******
T-Mobile Handset Order Research Request
Handset Order Reference: 07020835
Thank you for taking the time to contact T-Mobile. We have confirmed that we received your device. In accordance with our JUMP program, we have closed your EIP for IMEI 356164072931763.
Thank You,
Handset Order Research Department
T-Mobile USA, Inc.
******
Yesterday (March 27) I received a new bill that not only credited just four months (not six) of billed charges in error, but also a NEW CHARGE for the handset in question. This is getting to be epic with no assurance that the issue has really be resolved at all. I did call customer care and was advised that I should see some additional credits. Patiently waiting to see this put to bed for good.
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Man, this has turned into quite the headache. Sometimes the billing can be a bit wonky. Keep us updated when you receive your next bill. It may all be straightened out even though you're currently seeing a new charge.
I used to be heavily involved with the billing side of things. There were times that charges were temporarily created to allow representatives to apply a credit properly. While it looks confusing on paper/online, the charges/credits get properly handled.
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I would stop e-mailing and calling and start writing letters citing the Fair Credit Billing Act.
