T-Mobile Refuses to acknowledge that I returned an upgrade Albuquerque, New Mexico

Here is an email that I sent them which explains my issue...

T-Mobile Customer Service and Management:
My name is "", I am an authorized user of the account under the name "", for the phone number "". This e-mail is regarding to this phone number. Over the past 3-4 weeks, I have gone through a ridiculous amount of trouble for something that should be extremely simple to resolve. 
On March 13, I went to a T-Mobile Retailer and upgraded to a Samsung Galaxy S 4G. Here is that store's information, for future reference:
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After upgrading, I paid for my phone and my contract was then extended for another 2 years, through to 2013. One week later (March 20) I went back to the store and returned this phone. I specifically told the person at the store that I wanted to revert the contract and revert my upgrade eligibility to what it was before the upgrade, as I was returning the upgrade within the 14 day return period. Keep in mind that the new contract did include a 200MB $15 data plan. He proceeded to tell me that I would need to call customer care to do this. (Only afterwards did I realize this was a lie - HE needed to call customer care to confirm that I returned the device).

From the day that I returned the phone to today, it has been exactly 3 weeks. The amount of times that I have tried to fix my contract and upgrade eligibilty during this 3 week period is simply unacceptable. I have called customer care at least 6 times, only to be told repeatedly that the store that I returned the phone has to inform them that I actually returned the phone. I have been told many contradicting policies. One agent told me I had to physically walk into the store again to revert my plan and upgrade. Another agent told me there was no way to revert the upgrade - that he wrote in the notes that if I wanted to upgrade, I would need to get it from a T-Mobile retailer, and they would apply a "full discount". i.e. I would not be able to upgrade from a third party. One customer care agent actually called the store and told the manager to confirm my return.

To this day that store has not followed the procedure properly when someone returns an upgrade. Today I went back to the store where I returned the phone to try to sort out this mess. The man who I talked to happened to be the same guy who I initially bought the phone from. He called customer care, talked for a few minutes, then told me that there was no way to revert the upgrade, and the same "full discount" notes in the account (need to be used at T-mobile official store). He also told me that my contract WAS reverted, and the data plan was taken off. After I left the store, I proceeded to call customer care to make sure my plan was reverted, only to find out it was STILL showing the same contract (that would not expire until 2013). The agent also told me that in my account notes, it said that they were on the phone with the store, and the call was dropped in the middle of the conversation, and the man at the store never bothered to call back. I believe this employee (and the store) needs to be reprimanded for this behavior. He lied to my face about the contract being reverted and refused to confirm that I returned the phone (which I did on March 20th!).

I have been forced to write this email - I want my contract reverted and my upgrade eligibility re-instated. I have been a loyal customer of T-Mobile since July 2006. I believe that T-Mobile is a great company who want to do the right thing, but this issue should have a lot easier to deal with. Nothing in this email has been exaggerated; this debacle, unfortunately, is all true. Customer care is not helping me with this issue, hence this email. Please give me a call at the number "", or email back to this email address.