I recently returned a home internet device that was defective in exchange for a device that works. The defective device was returned on Aug. 12, 2021. I kept receiving emails about making sure the device was retuned in a timely manner; I called several times & was assured I would not be charged for the device. On Sept. 30, $501.67 was drafted out of my account for the device they are saying was not returned. I have the tracking # and proof of delivery stating when, where, what time, & weight of the return. T-Mobile continues to say they cannot find the device, & when they find it, they will refund my money. As a customer & person who always does things in the right way, I cannot fathom how T-Mobile justifies taking money from me when I have proof it was delivered. The proof of delivery states it was delivered on 8/12/21 at 10:26 AM. Now, in my opinion, if T-Mobile cannot put their hands on something that was delivered to them on August 12th, it sounds like there is a problem in their warehouse!! My responsibility on returning the defective device ended on the date it was delivered; the responsibility is now T-Mobile’s. I should never have been charged, & I want my money back.
Anyone have any advice on handling this matter because apparently, having the tracking # & proof of delivery means nothing!
