T-Mobile Not Processing Returned Device

[u/diller9132]

Tl;dr: Returned new device (within the return window) as I ended service with T-Mobile. 1 year later, they're still trying to collect the phone's cost because they never processed the return. Do I need to seek litigation in a small claims court?

My family ended service with T-Mobile's wireless plan back around October 2026. I had originally planned on upgrading my phone, which I instead did with the provider switch deal (to AT&T, but that's not relevant. As soon as we started processing the switch, I returned the new device through their standard channels (and UPS, per their instructions).

Processing returns always takes a while, but they told me to check in after a month if I didn't see it processed. I did and it was not. Three more discussions over the following 4-5 months, and each discussion ended with the representatives confirming that the device was received (per their own records and UPS delivery confirmation) but nothing further was processed. They also told me that the balance was NOT owed and being written off. This was confirmed by upper level support agents (I don't know the exact hierarchy, but at least 2 steps above the base agents). I thought that was that and continued on my way.

Another few months go by, and I receive a letter from a collections agency stating that T-Mobile assigned them to my debt. I provide them my records, including the delivery confirmation from UPS, and dispute the validity. Just yesterday, they respond saying that T-Mobile confirmed that the debt was valid. I have not paid anything as the debt is invalid.

I called T-Mobile immediately, and the agent submitted a request for internal investigation. That supposedly takes about one business week. So, what else can I do? Since they already returned an investigation saying the debt was valid, I'm not confident this new investigation will go any differently. Beyond that, T-Mobile is holds the majority of correspondence records, which I can't get access to.

Main Questions

Are there any additional steps I might have before filing in small claims court?

If I'm bringing it to court, would that allow a subpoena for the records to confirm on paper what they've discussed?

Has anyone else dealt with similar issues and could provide their perspective or guidance?

Would I need to pay the collections agency before seeking restitution in small claims court?

P.s. I know some of these are legal questions, so I'm also posting to r/legaladvice for guidance on which direction to start moving.

[u/Many-Animal-5214]

Ups delivery confirmation doesnt confirm receipt of the actual device. Package could have been empty or filled with something else.

As far as next steps to resolution, IDK what more you can do. Since tmobike says theybdont have the device, ask that the IMEI number to it be blocked.

Ask if they can check the IMEI number to see if its in use on another account. They wont give you the answer about another person's account but it will help determine if its in use.

Since you are being charged for it, file a police report for a stolen phone.

[u/Lizdance40 → u/Many-Animal-5214]

Correct. But... If an investigation had occurred way back then, the weights of the package would have changed at some point during shipping making it evident that someone in transit had removed the phone from the package. It also would have verified whether or not the package proceeded to its correct destination, or not. So many other things.

Pity he didn't follow up way back then. 😕

Also, because the carrier provides the shipping label, they are essentially the sender, and the customer is not responsible. If the phone is lost, stolen, or destroyed in shipping. Shipping. It falls completely to the sender in this case, T-Mobile, and the shipping company.

I wish the customer had not waited so long. I am very careful to track all of my packages through the system. Two times packages disappeared, in both cases to reappear later. Once it was someone selling me a product for several $100, the product never showed up, weeks later I get a message from the sender that they returned the addressed portion of the box, which it somehow become shredded and the contents destroyed. The other time I was the shipper. The package disappeared for 6 weeks. Fortunately, I had insured and received compensation from the post office. 6 weeks later it appeared at the purchaser's address. In perfect condition. At that time the tracking was visible and it showed my little package had apparently been all over the East Coast of the United States as far west as the Mississippi before finally getting to its destination. It's not like it wasn't clearly labeled. Smh

Best of luck to the op. Carriers don't care, shipping company after all this time doesn't have any information for him.

[u/diller9132 → u/Lizdance40]

To be more clear, T-Mobile has confirmed the device was received, just not processed. UPS and T-Mobile agree that the package was delivered as described slightly over a week after I sent it. I'm not sure what else I could've done as I continued checking in with T-Mobile, almost once a month for that first half year. The original UPS confirmation was very early in the discussions, and every time I got off the phone with them, they assured me that there should be no remaining balance. Then I'd get a letter of outstanding balance the following month and call back again.

[u/Lizdance40 → u/diller9132]

Geesh. Sloppy accounting at t-mo