T-Mobile T-Mobile lost my iPhone 6 return and made me wait 21 days while they found it to process my refund Nationwide

This could be one of my worst customer service experiences in my entire life.  I ordered the iPhone 6 on Sept 12th and received it Sept 19th on the release day.  After activation it turns out there is zero to one bar at my house so i had to use wifi to send and receive texts and make calls.  When I went to work the next day there was mostly no coverage but occasionally one bar.  No big deal right? I mean it happens and not every carrier has good coverage everywhere, this is the case with my area. So just return the phone right? Get a refund and move on.  Not so fast.....

I called customer service to initiate the return process and they said ok no worries just send the phone back with the pre printed shipping label and once we get it we will be able to cancel your account and since you only had it a few days there will be zero charge for the phone or service under the buyer's remorse rule.  I did as instructed and had the device packed and shipped from a local shipping store on Sept 27th (one week after getting the device).  I checked the delivery tracking and found the phone was received by T-Mobile's warehouse dock on Oct 3rd. I called back to customer service that day and asked what will happen next...they said call back in 3-4 days to see if it's been "checked in" to the warehouse.  Ok waited 3-4 days and called back....the rep said well it's not checked in yet so we cannot cancel the account of the full price of the phone would be due ($750).  The rep said wait 3-4 more days and call back....ok I did.  On the day I was to call back in i received and email stating that T-Mobile has not received any device from me and therefore cannot move any further in the process until said device is received....remember the UPS tracking confirmation from above? Yeah I know right? So I called back in again....the rep completely dumbfounded says well at any rate there is a balance due....how would you like to take care of it? I said there shouldn't be any balance due and you should have my device as UPS states they've delivered it and your warehouse personnel signed for it.  The rep needed to initiate a research request on the IMIE number to see what was going on and it would take...wait for it....3-4 days to process before any information could be obtained and that they would surely call me on that date with a follow up.  Ok so the day comes and to no surprise no call with any update.  SOOOOOO...I called AGAIN to customer service and spoke with a rep who had no clue what was going on, said there is NO record of me calling in to them at all with any concerns, no notes of any kind regarding a rep needing to call me back, and said there is a balance due and how would I like to take care of it.  Geez really??!!!!! SO we started from square one again with the need to initiate a research request on the IMIE number to see what was going on and it would take...wait for it....3-4 days to process before any information could be obtained and that they would surely call me on that date with a follow up. The rep stated that it appears that UPS delivered and "EMPTY" package to the warehouse.  WOW that's odd because the weight of the packed device was 1.10lbs and the delivery confirmation stated the delivered parcel was 1.10lbs.  The rep didn't like this bit of info at all and became extremely patronizing and rude.  Her Name is Alisha from Oregon if that helps anyone.  She said they will have to research it and see what will become of the situation and she would surely call me back.  Hahaha ok sure I'm waiting.  Anyways, in the meantime I called the shipping place and told them what happened and they said at least 6 other phones had all allegedly mysteriously disappeared in the warehouse after being received.  And that they had packed and shipped iphone 6 returns to other carriers with no issues reported.  So today I was to receive a call which didn't happen.  I called in to T-Mobile and it turns out they did find the phone 21 days later and that I had been correct in that my device was in their possession the entire time.

So I received a refund for the device finally today but no there is the issue of service on the line.  I had the device for exactly seven days and could not use it on it's own signal much of that time...most use was on wifi which doesn't take from your plan.  They said that they could not cancel the service until it was scanned in and despite it being in their possession for the last 21 days that I had to pay for service during that time.  TOTALLY UNACCEPTABLE!!!!! It's cost me about 8 hours total being on hold and on the line with customer service in the last month which I had to pay for in usage time on my AT&T line (which does have service at my home and business). I'm now waiting for the final bill as the billing cycle has to close and apparently no one at tmobile has any way to know what will happen in the "system".  

I will be posting this statement on the Consumer Affairs, Better Business Bureau, The Rip-Off Report, the FCC's websites.  Furthermore I have the law firm Jacoby & Meyers working on a class action lawsuit against T-mobile for the undue ardous experience it's making consumers go through.  So if you have had a similiar experience please voice it at one or all of the above avenues for consumers and do call Jacoby & Meyers as they would be interested to include you in the suit against this organization.