A woman named Trisha recently shared her frustrating experience with T-Mobile’s trade-in promotion in a TikTok video that garnered over 127,000 views. This summer, she and her son traded in their iPhone 12s for the latest model, despite her initial reluctance to upgrade.
The salesperson at T-Mobile strongly encouraged her to take advantage of the trade-in deal. After making the trade, Trisha had to wait for a box to ship her old phones back. The employee assured her that she could either bring the phones to the store or ship them directly through UPS, and she opted for the latter to ensure everything was handled properly.
Weeks later, Trisha received an alarming email reminding her to secure her trade-in value before it expired, prompting her to check on the status of her phones. She soon realized that the devices had not yet arrived at T-Mobile’s warehouse. Upon contacting customer support, she was initially reassured that the shipping process could take some time.
However, on the final day of the promotion, another email indicated that her phones had not been received. When she called support again, an operator informed her that her devices were in the system but were still being processed, which gave her a momentary sense of relief.
However, Trisha’s troubles escalated when she received a bill reflecting an increase of nearly $80, attributed to the processing delay of her trade-in phones. Seeking clarity, she visited the T-Mobile store where she had initiated the trade.
Unfortunately, the staff could not assist her without her being physically present. The store manager attempted to communicate with corporate about the situation, but T-Mobile’s corporate office insisted they had no record of her phones. Despite Trisha’s insistence that she had been assured her devices were received, corporate remained unhelpful, stating they could not assist further.
Determined to resolve the issue, Trisha made another call to customer support, where she was informed once again that her phones were indeed at the warehouse but had yet to be scanned into the system. The operator promised to send her an email confirming the status of her devices, but she never received any communication.
Frustrated, she expressed her need for confirmation that her phones were physically accounted for. After waiting several days without updates, she called support again, only to be told that her phones were not in their possession, leaving her with no clear resolution.
As Trisha continued to escalate her concerns with T-Mobile, viewers of her TikTok video began offering their advice in the comments section. Suggestions ranged from filing a police report for potential theft to submitting a complaint with the Better Business Bureau.
Some viewers recounted similar experiences and recommended that Trisha contact local news stations or even seek legal assistance to expedite a resolution. Meanwhile, The Daily Dot reached out to both Trisha and T-Mobile for further comments, hoping to shed light on the ongoing saga.
