morgan o.

As a loyal customer of T-mobile of over 11 years I am horrified to write a bad review. Recently one of the 5 lines on our account needed a phone replacement. We replaced the device through insurance that we pay to T-mobile and we were advised to return the damaged phone. The customer service rep that issued the replacement explained that since the phone would not turn on due to the issue of it not charging at all that the "find my I phone" feature could not be disabled and she would send out the replacement. When I put the damaged phone in the box to return I noticed in bold letters on the box it says do not return the phone without disabling the "find my I phone" or we would be charged a restocking fee. I called t-mobile and discussed my concerns with a representative who advised me to contact Apple. I contacted apple and I was told that we can only do a master reset if the phone can be found on our I cloud account which it can not. The phone however is not registering with I cloud and we can not get into the phone because it will not charge. I was told that If I send in a receipt for the phone as proof of purchase apple can wipe the phone. ( also I am not comfortable with sending a phone back to a company for refurbishing that has personal info, including pictures of my kids, addresses, bank info etc.)
I then contacted t-mobile for a receipt and they told me that they can not give me a receipt because the phone was purchased in 2015.
So... Now I am told by T-mobile that because I am past the return window of 15 days that I owe them $650 for a phone that does not work because I could not send in the phone without wiping it according to their rules, they could not provide me with what I needed to do so and can't do anything to reverse the fee. Also every time I called in for help I spent 2 hours on the phone and got NO help. This is especially disgusting because I have like I said been a client for 11+ years and have 5 lines on our account! (NOT CHEAP)
** By the way the phone that I am referring to is an I phone 6S... (not valued at $650)