[T-Mobile Note 7  Guides, News, & Discussion] dzigns:
I've had the worst luck with the recall/exchange program. When Samsung recalled the device on the 9th, I called T-mobile Customer care on the 11th. The rep that I talked to assured me that I would not be charged for the loaner device - I told her I didn't want a loaner if I was going to be charged for it and that I would just wait for a new Note 7 if I was going to be charged for it. She said I would not be charged anything at all as long as I returned the Note 7 to a local store as soon as I got the loaner. I received the loaner Galaxy S7 on the 13th and later that evening took the Note 7 to my local T-mobile store. The rep there credited my credit card for the down payment and taxes I'd received and took the device. The next day I checked my account and saw that not only was I being charged for the S7 but the Note 7 was still being listed on my EIP as being due. So I made various phone calls over the next week to customer care trying to get them to either take the Note 7 off my EIP or take the S7 off - neither of which they did. I didn't worry too much about it since I'd heard they were getting new Note 7's on the 21st and figured they wouldn't charge me for the new Note 7. Well on the 21st I went in to another location to grab a replacement Note 7 and the rep there said he couldn't accept the S7 - he said I'd have to mail it into T-mobile, but he did give me a new Note 7. The next day I looked on my account and now had 3 EIP's (one for original Note 7, one for the S7 and now the new Note 7). So I called customer care again and the rep agreed that it was a mistake and said he'd take care of it for me. Then a couple more days later, checked my account and it still has all 3 devices as owing and my bill due is more than double what it normally is. I called again and spoke with another rep. She explained that they would open up an inquisition on the device and see if they could find the device in their warehouse. If they found the device, they would assign it to my account and then at that point they would take the original Note off my account. She explained that this was to make things 'easy' on me. I asked her how this was making it easy on me. She said that while they weren't saying I hadn't returned the Note to the T-Mobile store, they had no proof that I had done so - so they couldn't credit my account until they could find the device in their warehouse. At that point I was livid. I followed all of their directions explicitly and even have the receipt for the returned device ON MY ACCOUNT - they said they have no proof of the device - so I have to continue paying for it until THEY find it. Unbelievable. I told them that what THEIR employee had done with the device after I handed it over to him was NOT my problem and keeping me on the hook for a device that THEY had lost was NOT acceptable. I finally had to escalate it several managers up and I think they are finally taking it off my account. However, I've yet to see a $25 bill credit AND they still charged my account $55 for taxes on the S7 loaner. I am now super wary of turning in my Galaxy S7 since at least if I'm being charged for it, I have the device. If I try to return the device, I might just be continually paying for a device I no longer have possession of! All of you who received devices for free should thank your lucky stars. I haven't been so lucky!