Whoa, ahylton97! Three months is far longer than most JUMP! returns take to be reflected in your account, I don't blame you for being frustrated, but we'd hate to lose you if we can fix this! Was this a JUMP! On Demand to JUMP! On Demand upgrade (you have an 18 month lease and turn in the original device in the store) or a JUMP! upgrade (you have a 24 month EIP and are returning either in the store or by shipping it back)? The return process is a little different depending on the circumstances, but if you mailed the device in, did you use the prepaid RMA (Return Merchandise Authorization) label to send it back?
I know JUMP! returns can be a little tricky to trace, since like trade-in devices they're shipped to Assurant's warehouse instead of the internal T-Mobile warehouse, but our internal teams should still be able to consult some tools to see if the label shows up in the system as received! While we can't take a look here, I know that there's an escalation process for trade-in issues -- when you've worked with us over the past few weeks to get to the bottom of this, have we mentioned if that's an option?
I have been calling about this for 3 months. The package tracking info says
it was delivered. The insurance company also says they have received it
from July 15,2017. The problem im seeing here is that an insurance claim
was made and you guys sent us another iphone 6s that we didnt even know
about because we jumped to the iphone 7. There was never a iphone 6s
received and I beliveyou guys think we received one but yet when i look on
my eip online it says the iphone 6s is waiting for the jump tradr in which
was received since july 15. I want this phone removed and i will not do
another handset research because ive done 3 and tmobile tells me thr same
thing. You people need to get in touch with the insurance company and let
them tell you it wwas received and remove this phone from my plan.