I ordered new iPhone recently online for my partner. The device went out for delivery & never showed up. Been thrown around in circles by both T-mobile & UPS , with no help. Tmobile representatives keep lying to me every time i need information about my package & refuse to refund the phone and cancel it.

I’m going through basically the same thing.. I’m promised a call-back every time and am NEVER called back. It’s been over 2 months already and I’m calling them literally every week. I’m done with T-mobile if they don’t get my money by the end of the year.

does your device show as delivered, if so contact ups and file a claim for your phone. let them know you are also filing a police report for the theft of your device, in addition you need to file a police report for the theft of your device. if your device does not show as delivered contact ups again and have them start a search for your missing device. if your device shows as delivered T-Mobile will not be of any help to you as they will put all the issue on ups.

Just went through this myself and finally (hopefully) got it resolved. I ordered a Samsung Flip4, UPS lost it, T-Mobile continued charging me monthly and wouldn’t refund the tax I paid when I ordered it online. In total it took 6 calls, but hopefully this advice helps you all do it in fewer.First: Open a claim with UPS. They will tell you the sender has to, but you can have it opened on behalf of the sender. This will get things to a resolution (more on this later). Create a UPS account so you can login and see the status of the claim by tracking number.Second: You will not get a callback, and “escalation” is meaningless. The person on the phone CAN reverse any line charges in your monthly bill, so don’t let them say no. But until the phone is fully removed from your account, you’ll have to do this monthly. This is where you have to wait for the UPS claim to complete and resolve that the phone is LOST. Third: Call T-Mobile. You’ll find out it’s up to the warehouse to scan in the lost phone and issue a refund. It’s their return policy and it breaks down when the phone is lost by UPS. No phone, no scan. So you need to ask for a manager, and you’ll get a supervisor. They’ll say the same “make a note/ticket” that has no real resolution. They’re too disconnected from “the warehouse”. So this is where you mention that you “are on FairShake dot com and one click away from filing for arbitration”. Tell the supervisor to make sure that’s in the notes and to send it directly up the ladder.Last: This is where hopefully a manager calls you back a bit later. The manager will open a ticket that asks for “manual removal of the device”. This is also where opening that claim with UPS really matters. You can prove you never had the phone. They’ll reverse any charges for the line too.Interestingly, if you chat with the manager a bit, you’ll find out that this exact scenario is happening a lot. UPS is losing a LOT of phones, especially iPhones. (Sounds like UPS employee theft, but that’s just a hunch and not an accusation). T-Mobile is currently in active discussions with UPS to force them to fix their problem or they’ll find a new delivery provider.Hopefully this helps the rest of you...

I am going through the same situation now! What a nightmare! I have been calling every day, multiple times, and asking for supervisors. They promise to call me back, but never do. My phone was scheduled for delivery last Monday, and I knew that morning that it was lost. The package was never scanned at the hub, so was never placed on a truck for delivery. UPS showed preparing for delivery, which was basically a lie since it never had anything more than the original scan when it left its destination. Supervisor told me I needed to wait until yesterday. Of course no phone call back. Per a conversation yesterday, a request was put in to send me a new phone. Honestly I think they are full of hot air! I will keep calling until I get my new phone that I paid for!

My2Goldens wrote: I am going through the same situation now! What a nightmare! I have been calling every day, multiple times, and asking for supervisors. They promise to call me back, but never do. My phone was scheduled for delivery last Monday, and I knew that morning that it was lost. The package was never scanned at the hub, so was never placed on a truck for delivery. UPS showed preparing for delivery, which was basically a lie since it never had anything more than the original scan when it left its destination. Supervisor told me I needed to wait until yesterday. Of course no phone call back. Per a conversation yesterday, a request was put in to send me a new phone. Honestly I think they are full of hot air! I will keep calling until I get my new phone that I paid for! My question to you is Who are you calling every day, UPS or T-Mobile? You say your device has never been placed on a truck. If that is correct then your issue should be with UPS not T-Mobile. I understand your frustration I would want my device also, but until UPS puts it on a truck there is not much T-Mobile can do for you. Try calling UPS every day until they find your device. Today Is The Tomorrow You Worried About Yesterday

Forum Discussion

Maplecore

Newbie Caller

3 years ago

UPS lost my package, T-Mobile wont do anything about it

I ordered new iPhone recently online for my partner. The device went out for delivery & never showed up. Been thrown around in circles by both T-mobile & UPS , with no help. Tmobile representatives keep lying to me every time i need information about my package & refuse to refund the phone and cancel it.

customer service

t-mobile

ups

Ric221
Bandwidth Buddy
3 years ago
does your device show as delivered, if so contact ups and file a claim for your phone. let them know you are also filing a police report for the theft of your device, in addition you need to file a police report for the theft of your device. if your device does not show as delivered contact ups again and have them start a search for your missing device. if your device shows as delivered T-Mobile will not be of any help to you as they will put all the issue on ups.

Forum Discussion

UPS lost my package, T-Mobile wont do anything about it

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