I had sent my old device iPhone 6 Plus to Tmobile for a trade in credit. The tracking # showed Tmobile warehouse already received it but no credit was issued. I have been contacted customer service so many times and they said they didn't receive the

I have kind of similar problem. I bought a Amazon certified phone and send it to T-mobile warehouse Texas for trade in program and I got an email saying they got the phone however they didn’t give me any credit. When I asked they said find my iphone is still turned on that is why I didn’t get credit, which is 100% not true. Amazon never sell phone without resetting and I also checked everything before I sent the device. Amazon also sent me the proof that find my iphone is turned off on that device, and they said there is also a website to check with device imei number to see if find my is turn on or off. They did Handset… research form, but when I read the problems of other people now I have no positive hope. Based on the conversation here, looks like they used new strategy to scam people.

I am dealing with the same problem with T-Mobile. According to USPS, they have delivered my old phone to Assurant in Texas but they didn’t the final scan which indicates “Delivered”. T-Mobile claimed that they still haven’t received it. This is the second time it happened to me.  

Even I had the same issue with trade in device not received at warehouse. I have sent samsung s9 with the given return label and was delivered by usps. After few days I got an email that my phone was not received at the warehouse and my promotion got cancelled. After a lot of communication with Tmobile customer care they said to check with usps and don’t want raise an issue to escalate it. I don’t know how to take this process further and I don’t want to pay the money for someone else mistake.

I see there are lot of similar issues about trade in device not being received and I didn’t see positive response to the replies. 

can anybody please me on this?

Over 25+ communications - with NO LUCK.

I get this message again:

Thank you for contacting T-Mobile. We show no record of the trade in device (IMEI: DM me @tmo_mike_c  to help resolve) being received by our warehouse. Please contact Customer Care at 1-800-937-8997 if further assistance is needed.

Sent 2 Iphones XS Max, individually, on pre-printed T-mobile label to deliver to TEXAS- and delivered by UPS back on December 8th, 2020.

Why do this to customers who moved to T-mobile the first time believing that all will be smooth...

I am in the same boat.  I traded in an iPhone 6.  Was noted as “received” on the UPS tracking site.  I followed the same steps, printed the shipping label as directed.  Still no acknowledgement from T-Mobile that the phone was received.  Very shady business practices.

Hi I sent in my XR for trade in back in May and the tracking is showing received but I still have not received my device credit. Can you please help with this?

The same thing happened to me.  I have receipt of them receiving my device; also, phone calls from a few different t-mobile reps. that the they received it; however, can not find it....... Won't give me credit for it; while at the same time raised my bill, tremendously (I was suckered into all the gimmicks) to get all the discounts!!!!  If this happens,-- this much, isn't there something we can do!!!!

This is what exactly happened to me. I traded my iphone 6s with t mobile and now they say that they have received the usps package but  they cannot track my phone. Not sure what to do now ??

I just encountered some trade in scams. They encouraged me to get a new iPhone X and trade in my iPhone 6, saying it is qualified. Little that you know they declined the deal saying there is liquid damage, thus the trade-in is not qualified. I was never informed of procedure to check first if there is liquid damage, I am the original owner and I know the phone was never in any liquid. But since I didn't check, they can say whatever they want to say just to deny trade-in credit.

I asked to send my phone back and I am willing to send them the iPhone X, guess what, they allow me sending the iPhone X back but no return of my iPhone 6.

This is a scam. This is using a tactics to get you to buy a phone, since the deal also include auto debit, the consumer has only one choice to keep the paying the phone.

Don't do the trade-in, especially with T-mobile. I will file a complain to FTC. I will write to my congress and I will bring it to Department of Justice's attention.  There is a history with T-mobile, they can't just quit scamming and cramming. In 2014, T-Mobile lost a case filed by FTC and resulted in paying at least $90 million to settle a Federal Trade Commission lawsuit of cramming consumers. Here is the link: https://www.ftc.gov/news-events/press-releases/2014/12/t-mobile-pay-least-90-million-including-full-consumer-refunds

Something very similar is happening to me! They are claiming that they received the package with my return phone but they didn't receive the device. Nor are they telling me if a phone was in the package or if it is a phone with a different imie number? I don't know what I'm supposed to do! What did you do to resolve this?

I do wish we would have got this handled for you sooner, but I'm really glad this was taken care of. I've heard of this happening to other folks but I know we have an escalation path for this very issue. Thanks for coming back to give us an update on this.

yes, took me 4 hours with T-force and 3 different representatives but they finally got me fixed!

The problem was that a lot of customers got sent the wrong label for their trade and sent their phones to the wrong warehouse. (sending to returns lcoation not trade in location)

Geez, that's a long time to be calling for something like this @cjbjkb07. T-Force is a good route for handling this. Have you heard anything back yet?

I have the same issue! Been calling Tmobile not stop for the last 4 months and no one can help me! They keep doing Handset Research Forms and asking me to blame UPS when it was signed for....Trying to contact T-Force but havent heard back....

Hey @dalawr.

I'm sorry you've spent so much time on the phone. However, we do need you to get in touch with someone who has account access. You'd need to speak with our Tech Support team either by calling in or you can message our social media T-Force Team from the Twitter or FB links on our Community-2153 page. You'll need to tell them that your trade-in device was sent to TX instead of PA and they'll follow the right escalation path to make sure your trade-in goes through properly.

‌i have the same issue, spent 50+ calls and no solution yet.

two phones were sent to Texas warehouse based on email from T-Mobile and now none can find them.

what we should do? We need to get our money back otherwise will call it a scam.

I'm surprised we haven't gotten this handled for you already. What happened after you contacted T-Force? Did you mentioned that you sent the device back to the warehouse instead of Assurant?

‌I am so sorry to hear that. I think Tmobile is robber they tried to steal customer's phone that's why they didn't resolve our issue. I lost my phone and they are not responsible for it even though UPS had proof of delivery. All they said to me is they could find the phone with that IMEI number. I believed that there are a lot Tmobile's customer are their current victims. 😠

I am haveing an almost identical problem to this. I returned a phone to T-Mobile using the return label that came in the box when I received the phone. They claim they either can't find it or didn't get it? Did you ever get this resolved and if so, how?

‌I mean you are a very helpful person. Thank you so much

‌Thank you so much for your help. You are a very helpf person. Thanks again

Hmm, weird.

When you go to the Contact us page, you don't see anything on the middle right-hand side of the page that looks like the image below?

If you click the Facebook or Twitter link, it'll take you directly our dedicated T-Force support pages.

‌sorry I don't see the link to contact T-force. i only see "contact us" and what topic should I choose?

Getting in touch with Tech Care or T-Force using the link above is the next step. You'll want to let them know that you are trying to redeem your credit for the iPhone trade-in. Tell them that it was sent to the warehouse in Texas instead of Assurant and you'd like to have this escalated to you can get your credit for the offer. They should be able to look this up using your IMEI number, but if you don't have (seeing as you sent the phone back already) they should be able to see the IMEI number for that phone on your account.

‌so what can I do now ?