Not sure if anyone out there can help, but here goes.
I recently changed carriers, leaving T-Mobile. When I called to close my account, T-Mobile customer service rep was awesome, walked me through shutting down my account, stopping autopay, and help me set up a “quick and easy” return of my Apple iPhone. He generated a return label and packing slip for me. I followed the directions to the last detail and returned my phone.
My phone was received in the T-Mobile warehouse on 7/25/23. T-Mobile confirmed that yesterday via phone when I called them to verify they’d received the phone. Why did I call to verify that? Because I got a bill from T-Mobile for $675.00!!! T-Mobile is saying I am outside the “Buyer’s Remorse” window and they owe me NOTHING!
Okay, this is not a case of buyer’s remorse. I was a T-Mobile customer for probably 15 years! I simply wanted to change carriers. When I closed my account, the customer service rep never mentioned anything about buyer’s remorse, never indicated I would not receive any credit for the equipment I was returning.
I was a customer in good standing - paid my bills on time via autopay, upgraded my equipment regularly, never filed any weird claims. And now they want to stick me with a $675 charge for a phone that is now in their possession. I don’t get it.
So, here’s my question: what now? What recourse do I have? I’ve tried speaking again to customer service twice on this matter. Finally today, I received an email stating, “sorry, your loss, too bad, nothing we can do”. I am stunned.
Any suggestions or guidance are welcomed. Thanks a bunch.