scammed by T-Mobile

magenta1398459

    In November I switched to T-Mobile from AT&T.  I followed the instructions for T-Mobile to pay my fees for switching.  I sent my them my phone and uploaded for final bill from AT&T.  I started calling after 8 weeks to check the status.  Five times I was told they would check and call me back.  No one ever did.  I called again and was told they lost my phone.  I was assured they would start a search I would be called back within 7 days.  Of course, no one called.  This happened 3 times.  I finally got transferred to customer retention when I threatened to cancel service.  This guy informs me I never sent a phone because T-Mobile never sent me a return label!!  Luckily, my husband never throws away anything and found the UPS shipping receipt in his truck.  When I contacted customer service again they agreed I did send it in but the warehouse lost it.  They told me to call AT&T and get the IMEI number.  I called and they gave it to me.  Now T-Mobile is saying they can't locate that IMEI.  When I told them it wasn't my problem if they lost it.  I did my part.  Then they said I must have sent them an empty box!!!!!!  And here is the best part-they told me it didn't matter if they  had my phone the promotion had expired!!!!!!  What a huge scam!  I am paying off this phone and going back to AT&T who has HORRIBLE customer service but at least they didn't scam me!

      All replies

      • artart

        Re: scammed by T-Mobile

        magenta1398459 wrote:

         

        Then they said I must have sent them an empty box!!!!!! And here is the best part-they told me it didn't matter if they had my phone the promotion had expired!!!!!! What a huge scam! I am paying off this phone and going back to AT&T who has HORRIBLE customer service but at least they didn't scam me!

        WOW magenta1398459

        What a story.

         

        Please hang in there. I am sure that T-Mobile will eventually fix your issue.

        You certainly seem to have your case well documented. Accusing a person of sending an empty box without any official company generated documantation would seem to be the issue I would persue. An employee shouldn't be speculating that you must be commiting fraud without actual documentition that an empty box was received.

         

        I am sure that others will have advice for you of what step to take next.

         

        Art

        • pedro_sanchez

          Re: scammed by T-Mobile

          Do you use Facebook? If so, go to T-Mobile's facebook page and send your information in a private message to the social media team. I bet you hear back within an hour; not an answer, but someone who will help you. I had my switcher 17 rebate on 2 lines initially denied and the team had it fixed within 2 hours of my contacting them. Good luck!

            • magenta1398459

              Re: scammed by T-Mobile

              I did private message them. They were no help. It's very obvious this is a scam. First they told me I never sent them anything at all. Once I found the shipping receipt and tracking number then the story changed. Now they say the can't find the phone in their warehouse. I'm done. I've filed a complaint with the BBB and FTC.  And getting my documentation ready to send to the attorney General.

                • artart

                  Re: scammed by T-Mobile

                  magenta1398459 wrote:

                   

                  I did private message them. They were no help. It's very obvious this is a scam. First they told me I never sent them anything at all. Once I found the shipping receipt and tracking number then the story changed. Now they say the can't find the phone in their warehouse. I'm done. I've filed a complaint with the BBB and FTC. And getting my documentation ready to send to the attorney General.

                  What is the purpose of you posting in this forum?

                  You now say "I'm done". Do you feel that there is no solution, you tried everything possible, and you have given up? Do you just want to vent some anger? Do you still want a solution?  Are you trying to get help solving your problem?

                   

                  If you actually believe that you have been scammed

                  and T-Mobile somehow has a company policy to defraud people, I guess nobody here can help you.

                   

                  I responded to your plight with compassion,

                  and was actually hoping to help find a resolution to your issue.

                   

                  Pedro Sanchez graciously took his time to try to help you

                  and had a very good suggestion. He even wished you good luck. You responded bluntly that his suggestion wouldn't help because you already tried it. You again repeated the threat to file complaints. I assure you constantly repeating that T-Mo is scaming you and you will now file complaints serves no useful purpose.

                   

                  Would you like others to offer suggestions to resolve your problem?

                  If you ask for help or suggestions, there is a possibility you might have some success.

                   

                  Most of us here are not T-Mobile employees,

                  but are customers like you are. We are only trying to help each other.

                   

                  Art

                    • magenta1398459

                      Re: scammed by T-Mobile

                      I was letting him know that I tried that. And yes, I am venting because I find the entire situation bizarre. If I hadn't been told at first that I never sent them my phone and then found proof that I did then I could accept their word. But now I cannot. And also, by posting I was also hoping to find others that had the same experience so there might be some folks to commiserate with.

                      Also, at my wits end, I posted here because I've seen like posts. Perhaps not in this particular forum. As this is the first time I've ever posted in a forum I was unaware there were "rules"!

                        • artart

                          Re: scammed by T-Mobile

                          magenta1398459 wrote:

                           

                          I was letting him know that I tried that. And yes, I am venting because I find the entire situation bizarre. If I hadn't been told at first that I never sent them my phone and then found proof that I did then I could accept their word. But now I cannot. And also, by posting I was also hoping to find others that had the same experience so there might be some folks to commiserate with.

                          Also, at my wits end, I posted here because I've seen like posts. Perhaps not in this particular forum. As this is the first time I've ever posted in a forum I was unaware there were "rules"!

                          magenta1398459

                          I understand your frustration.

                          And there are people with similar experience here who might be able to commiserate

                          Having been a T-Mo customer for almost two decades, I have been disappointed a few times. Eventually I was always able to have my issues resolved by perservering and using any avenue available to bring my problem to the attention of someone who finally had authority to fix it. That's one of the things I like about this community. We share different solutions to seemingly unsolvable issues.

                           

                          I really wonder why the facebook suggetion did not work. I do find your stories confusing because you atribute the same "changed story" senario to both phone support and facebook message support.

                           

                          Congratulations for being a first time forum poster.

                          Yes there are some basic rules in most forums.

                          You certainly haven't violated any rules here as far as I can see. Many here can appreciate your frustration. I just wanted to get some clarification of wether you wanted to post to vent frustration or find a solution. Either way, each is a perfectly legitimate reason to post in a forum. I just wanted to point out that you might actually solve your problem by using this forum. Of course to solve the problem we have to encourage each other to "chime in" with options for solutions.

                           

                          I still would like to see your problem solved.

                          I absolutely believe T-Mobile wants to keep you as a customer and would like to see if there are any suggestions by others at this point.

                           

                          Art

                            • magenta1398459

                              Re: scammed by T-Mobile

                              I was trying to keep it brief and just hit the high points but I'll tell you exactly what happened.

                              In Sept my husband returned home from deployment from Kuwait.  We had several issues with AT&T trying to get his phone turned back on-they gave his number to someone and he wasn't too happy!  So, he decided to go with T-Mobile.  After a couple of months he suggested I use T-mobile so that we would only have one phone bill.  I call T-Mobile and they tell me that they will pay my fees to switch and it's a simple process.  So, I switch and per their instructions send them my AT&T phone on Dec 14.  After calling and calling and never getting an answer about my trade in I finally get connected to someone in customer retention.  I explain to him that I've been calling for months and no one knows the status of my phone.  They just keep telling me they will start a search and it will be 7 days.  So, this guy seems very capable and willing to help.  He asks me a bunch of questions and asks if I have the box to my AT&T phone.  I look around and find an S6 box that says AT&T.  So, he asks me for the IMEI number on the box.  I give it to him.  A few minutes later he tells me I never sent them a phone because he checked and they never sent me a label!  I know I did and I keep insisting but I don't have the tracking number.  He says I can't prove it so there's nothing he can do. But he honestly seems very angry.  It was the oddest phone call I think I've ever had with customer service.  I was seriously confused and upset but I had no proof so I was just ready to give up.  The next day my husband searched his truck and found the shipping receipt!  I THEN went to the T-Mobile facebook page and in an IM explained what happened and gave them the tracking number which shows it was delivered their Coppell, TX warehouse.  We go back and forth a few days with them searching for the phone.  They say they can't find out and ask me if I know the IMEI #!  I have never heard of this number until the customer service asks for it and I tell them what happened.  They suggest I call AT&T and ask them.  I doubt AT&T is going to help but I call anyway.  It takes forever because I have paid the final bill and my account is closed but they finally find it. I had forgotten when I originally got the S6 the first one would not go past the start up screen and was defective so they sent me a new one!  I must have switched the boxes when I sent it back!  So, they send me the order receipt via email with the IMEI number.  I give it to T-mobile.  They tell me it will take 17 days to run a search.  I wait and about a week later they message me and say they don't have the phone!  I tell them that I called AT&T and got the number and that has to be it because that is the only phone I had to send!!  They suggest I call AT&T again and verify.  I do and get the same results.  I don't know what else to do!  I'm not sure anyone knows what the IMEI number is on their phone!!  Finally, I tell them I don't really care about the trade in value.  It's an S6, I doubt it's worth that much!  But that the deal was that I switch and they pay my fees.  They said that promotion was over!  I told them it's because I've been calling them for 5 months!!!!  And the trade in is moot.   I did what I was supposed to do. I sent them my phone and if their warehouse lost it then that's on them!  That's when she seriously suggested maybe I sent them an empty box!  Why in the world would I do that???  Seriously!  Like I'm some criminal mastermind who is trying to scam someone out of an S6!!!  So, I tell them the tracking has a weight on it, it wasn't empty!  They said if I could get them an IMEI number they could find it!  I told them I have!!   I don't know what else to do!! I honestly just did exactly what I was told when I switched.  I sent them my phone with their label and uploaded my final bill and now we are just at a stand still because they can't find a phone in their possession.

                                • htghtg

                                  Re: scammed by T-Mobile

                                  Thank you for the clarification. I would strongly advise you give T-Mobile some more time here. I empathize with you and this must be extremely vexing to everyone involved. It seems that you have been diligent with performing the tasks that T-Mobile representatives ask of you (even repeatedly) so I hope that there can be an agreement made. T-Mobile offers some amazing promotions/discounts and I think yours specifically may be rectifiable.

                                   

                                  Obviously, I can't guarantee it will be resolved.

                                   

                                  HTGHTG

                                  1 of 2 people found this helpful
                                  • artart

                                    Re: scammed by T-Mobile

                                    Att: John Legere

                                    Does this story make you happy or sad?

                                     

                                    Att: magenta1398459 

                                    Lets make it very simple for T-Mobile support employees to understand your story.

                                    Most employees would like to make their boss happy.

                                     

                                     

                                    I think John Legere would be happy to hear this.

                                    AT&T penalized your husband while he was away serving his country, so T-Mobile was now chosen to replace At&T.

                                     

                                    "In Sept my husband returned home from deployment from Kuwait.  We had several issues with AT&T trying to get his phone turned back on-they gave his number to someone and he wasn't too happy!  So, he decided to go with T-Mobile.  After a couple of months he suggested I use T-mobile so that we would only have one phone bill. So, I switch and per their instructions send them my AT&T phone on Dec 14."

                                     

                                     

                                    This should make John Legere sad.

                                    "After calling and calling and never getting an answer about my trade in I finally get connected to someone in customer retention. I explain to him that I've been calling for months and no one knows the status of my phone.  They just keep telling me they will start a search and it will be 7 days."

                                     

                                     

                                    John Legere definitely would be happy to see that a retention specialist

                                    was attempting to fix a problem caused by T-Mobile.

                                    "So, this guy seems very capable and willing to help. He asks me a bunch of questions and asks if I have the box to my AT&T phone."  John Legere definitely would be happy to see that a retention specialist was attempting to fix a problem caused by T-Mobile.

                                     

                                     

                                    I don't think John Legere would approve of an angry customer retention specialist.

                                    That is no way to retain customers.

                                    "I keep insisting but I don't have the tracking number.  He says I can't prove it so there's nothing he can do. But he honestly seems very angry."

                                     

                                     

                                    This should make John Legere very happy, since T-Mo could now be able to make you the customer happy. 

                                    ". . . . . found the shipping receipt!  I THEN went to the T-Mobile facebook page and in an IM explained what happened and gave them the tracking number which shows it was delivered their Coppell, TX warehouse."

                                     

                                     

                                    I am not sure what Legere would think about this part of the story.

                                    Perhapse employees could claim that you made a mistake and it is not T-Mobile's responsibility.

                                    In any event you are no longer asking for the trade in value for your S6.

                                     

                                    "We go back and forth a few days with them searching for the phone.  They say they can't find out and ask me if I know the IMEI #! . . . . . . . . . .

                                    . . . . .  I don't know what else to do!  I'm not sure anyone knows what the IMEI number is on their phone!!  Finally, I tell them I don't really care about the trade in value.  It's an S6, I doubt it's worth that much!"

                                     

                                     

                                    THIS should make John Legere VERY SAD!

                                    ". . . . . They said that promotion was over!  I told them it's because I've been calling them for 5 months!!!!  And the trade in is moot.   I did what I was supposed to do. I sent them my phone and if their warehouse lost it then that's on them!  That's when she seriously suggested maybe I sent them an empty box!  Why in the world would I do that???  Seriously!

                                     

                                     

                                    Your statement below is the bottom line and is the only issue as I see it.

                                    You obviously did everything in good faith. T-Moblie should respond in good faith.

                                     

                                    ". . . . . I don't know what else to do!! I honestly just did exactly what I was told when I switched.  I sent them my phone with their label and uploaded my final bill and now we are just at a stand still because they can't find a phone in their possession."

                                     

                                     

                                    htghtg , Pedro Sanchez, I  and other community members are willing to offer support and encouragement.

                                    Can anybody who works for T-Mobile lend a helping hand and make both the original poster/customer & John Legere happy?

                                     

                                    Art

                                    • artart

                                      Re: scammed by T-Mobile

                                      magenta1398459 wrote:

                                      I don't know what else to do!! I honestly just did exactly what I was told when I switched. I sent them my phone with their label and uploaded my final bill and now we are just at a stand still because they can't find a phone in their possession.

                                      magenta1398459

                                      You did everything in good faith wether you made any mistakes or not.

                                       

                                      This is why T-Mobile should eventually do something to keep you as a customer.

                                      Determine how many years you have yet to live based upon your current age and expected lifespan found in mortality tables. Multiply that number by your annual phone bill. That is how much John Legere's company is going to lose when you leave T-Mobile. What will it cost him to get you to stay?

                                       

                                      Art

                                      • artart

                                        Re: scammed by T-Mobile

                                        magenta1398459 wrote:

                                        In Sept my husband returned home from deployment from Kuwait.

                                        magenta1398459

                                        Please tell your husband that I thank him for his service. I also want to thank you for any sacrifices you had to make in support of your husband during that undoubtably stressful period in your lives. I can't imagine how much grief you had to go through trying to take care of all the family issues in his absence.

                                         

                                        Art

                                        • tmo_amanda

                                          Re: scammed by T-Mobile

                                          Hello, magenta1398459

                                           

                                          Wow, you've had quite a first experience with us and not the one that we hoped to hear of. From the sounds of it, you've done your absolute best to get your reimbursement processed but haven't had any luck. I appreciate all of the extra details you have provided in your posts. We definitely should not have jumped to conclusions about an empty box being sent back to us. I'm truly sorry we made those claims.

                                           

                                          One thing that caught my eye was that you sent the device to our warehouse in Coppell, TX. Trade-ins are not processed through that location. It seems a slight mix-up in addresses may have caused this issue. That being said, we do have ways of looking up devices processed in the Coppell warehouse. I know that you have already reached out to T-Force via social media and likely our customer service representatives over the phone. Did you mention where you shipped the device? We have escalation teams in place for issues that continue to go unresolved. At any point, have we (T-Mobile) forwarded your information along? Or have you been contacted by an outbound team?

                                           

                                          Lastly, as the wife of an Army veteran, I want to thank your family for serving our country. While you may not have been the one deployed, you have been manning everything at home which isn't always easy. I'm sorry that we added one more thing on your plate.

                                           

                                          I'd love for you to keep us updated on your situation. It's important we get this straightened out.

                                            • magenta1398459

                                              Re: scammed by T-Mobile

                                              I was sent a label with instructions to return my phone.  I used that label.  If it went to Coppell, TX then that is where the label directed it to ship.  However, based on advice in this forum I did send an email to John Legere.  Someone contacted me and we spoke about the situation.  As of yesterday, T-Mobile has agreed to honor the original agreement and pay the switching fees from AT&T.

                                              So, thanks to everyone who commented and gave suggestions and encouragement!

                                                • artart

                                                  Re: scammed by T-Mobile

                                                  Thanks for sharing the great news magenta1398459 .

                                                  I am glad you were able to reach out directly to John Legere's office.

                                                   

                                                  You thanked us for encouraging you.

                                                  I personally am encouraged by you, and your perserverence. I am also grateful to John Legere's staff and his support people in this community, for the equiatable outcome to your issue. Your particular tradgedy and the resolution thereof, serves as an object lesson to everyone to keep the faith and never give up when serching for solutions.

                                                   

                                                  David Crockett's famous quote was " Be sure you are right, and then go ahead".

                                                  He more frequently used as a battle cry simply; "Go ahead".  You were absolutely sure

                                                  that you were right and you perservered doing everything possible to meet T-Mo's requests.

                                                   

                                                  Kenny Rogers sings in The Gambler

                                                  " You've got to know when to hold'em

                                                  Know when to fold em

                                                  Know when to walk away. . . "

                                                   

                                                  You turned to this forum and were

                                                  encouraged to hold'em and not walk away.

                                                   

                                                  Winston Churchill said;  "Never, never, never give up".

                                                  I want to also thank the others who helped me to encourage you to not give up. I was frustrated since I couldn't personally offer a solution to your problem. Another usually reliable solution had already been offered, but also failed you. In my frustration I decided to personalize my appeal on your behalf, suggesting that making you happy would also make Jphn Ledgere happy. Encouraging an employee or other forum member to appeal directly to higher ups was all I could do. You sending the E-mail was definitely a mart move.

                                                   

                                                  Thankyou for your kind words of appreciation

                                                  that you expressed to the community staff and members.

                                                   

                                                  Art

                                                  • tmo_amanda

                                                    Re: scammed by T-Mobile

                                                    magenta1398459 ,

                                                     

                                                    I'm so happy to hear that this has been taken care of and I appreciate you following back up with us!

                                    • htghtg

                                      Re: scammed by T-Mobile

                                      Hello, and welcome magenta1398459 !

                                       

                                      It really sucks you've had to go through that. T-Force (who you contacted through Facebook) should have been able to resolve your issue. They are definitely the most capable team in terms of support (as artart  mentioned.) Everytime UPS ships something, they must label and weigh it accordingly. Use the tracking number on the receipt you got from UPS as your evidence that the box was not, in fact, empty when sent.

                                       

                                      Depending on the promotion you were signing up for there may still be a way for T-Mobile to make it right. I do hope someone will reach out to you.

                                       

                                      HTGHTG

                                       

                                      Mentions: tmo_marissa

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