T-mobile lost my trade in, warehouse never scam my device. They refused to do anything


We sent in 4 device for trade-in. All device were shown received by warehouse. 3 device got scanned in and credit it. 1 device never got scan and T-mobile refused to do anything. They keep calling and asking for help because they couldn’t find my device. Their respond was that our warehouse didn’t scan your device, there is nothing that can be done if we did not scan your device. They won’t allow this to escalate or lost or stolen device. My tracking shows clearly it was delivered the same way my other 3 device were trade-in. They do not suggest it was lost or stolen because they claim they have the safety security camera in place. I have been dealing with them for over 3 months now and they just wouldn’t have an answer for me. 

I see so many post about this same issue but yet their respond was “ we do not lose device when it gets sent to our warehouse”. I find it unreal that there is no check and balance system. 

Share your experience with me because I have seen many others and lately is getting worst. 

12 replies


I love how I just a message from T-mobile 2 days AFTER i post this here staying that they receive my phone. AFTER two month of calling and chasing after them about this device. This is how T-mobile works, unbelievable. Refused to respond to me. They have yet reach out to me with any apology after claiming that I never turn in the device. Took them 3 month to scan the device? I am speechless yet there is so little I can do because all they do is ignore me like how they did the last three months.

We traded in 4 iPhones and mailed them. They’re delivered with a tracking number, time stamp and everything to their warehouse but they are not able to find them!! Really?? 
it’s big time scam time with T mobile!! I wish we had never switched 

I'm going through the same thing they lost it and they still charging me and customers service is no help 😕 they send the galaxy zflip to the store for a warranty exchange and the store didn't want to exchange my phone and the store never send it back and they charging me I told them how can I be charged for a phone I never walk out the store with 

I have similar issue. I handed over device at the store in Feb and now store says they do not where it went. Whenever I call helpline, I get same answer: “Let me start investigation, we will return back to you within a week.” 

HUGE MISTAKE BY GOING BACK WITH TMOBILE.  So I just moved all my lines with t-mobile and I had to trade in 3 devices , I sent all 3 devices , and here's what's funny , I sent them all 3 phones in one box ,and they only received 2 ? And when I talk to them over the phone(Wasting so much time 1 hours everything time i called) ,they said they only received 2 phones because they only scanned 2 device . It's a scam they are doing . I wish I would have stayed with AT&T provider . T Mobile has to find out who's stealing or how all these devices are going missing . I would never recommend t mobile to anyone.  

Same situation here! I sent T-Mobile 4 iPhones in one box. The say they received 3! I got credit for ZERO!! Every single thing that I was promised never happened. I paid off all my phones with AT&T. T-mobile said they would reimburse for those. NEVER DID. T-mobile said I would receive 4 new phones for free (for switching). NEVER HAPPENED! I am currently paying for 4 phones and my other 4 were, essentially, stolen by T-mobile! My bill is higher than it was with AT&T. Huge scam!! Customer service is useless. I have spent countless hours on the phone with zero solution. Big regret switching from AT&T. I would never recommend T mobile to anyone. Scammed from day one!

This has to be a T-Mobile Scam..  Lure people in with promise of trade in, you trade in and they receive your phone, claim they never received it, and then do as they wish with your trade in phone and then charge you hire rate.  This is at best, a deceptive trade practice.  I am looking for others to take legal action.  Tmobilescam@yahoo.com

On same boat over 1 month returned 2 devices and lost them bill is over 2500 and keep escalating nonsense its a business line and they steal from customers major scam regret keeping them ....promises and escalations with never call back and wasted hours to get some sense it's beyond unprofessional service that won't fix anything 

I have the same exact issue. Someone at Assurant is stealing phones. I have a tracking number showing device was received over 2 months ago, but NO ONE at customer service can figure this out. T-Mobile is betting that you will not follow up on these situations. 

Sue them in the smalls claim court. It works.

Attention all who have been scammed!!!!

I was so pissed 2 weeks ago and Googled “how to sue T-Mobile”. I was directed to contact the Better Business Bureau and the FCC! I sent my story to both, super easy online to complete! T-Mobile is REQUIRED to reply within 30 days of being contacted by these organizations! What do you know? The 4 phones that they said they never received/ stole were reimbursed via $618 credit card to me! All of the “free phone” that they were charging me for have zero balances, and I got every cent, I was overcharged, credited to my account. When T-Mobile called and apologized and explained all of the credits, I asked what else can you do for the months of phone calls since July to resolve this? Bam! Another $600 credit! So… stop dealing with T- Mobile. They will do nothing!! BBB and FCC are the ONLY WAY to get your money back from this completely fraudulent company! Once all of our credits are expended, we are switching to any other than this scammy company! Cannot believe I wasted so many hours trying to resolve with them!! Good luck!! And Congrats!!

T-Mobile customer service is horrible! Returned a brand new iPhone 14 (son decided to keep his old iPhone 12) through UPS in October 2022. T-Mobile claims it never received it even though I have delivery confirmation that it was delivered to their warehouse. Been calling 2 times a month in order to get it resolved to no avail. They are telling me the phone was not in the package and it's UPS' responsibility and to file a claim with them. UPS says I can't file a claim since it's after the 60-day limit. So I'm out $2000 for a phone I don't even have. I have been a T-Mobile customer for almost 20 years and have 9 lines on my account, which I pay almost $500 a month ($6000 + a year). A disgrace of a company to treat a long-time customer. This month's payment is the last I am giving them! Off to a new carrier.