GLENDALE, Ariz. -- A Glendale man says he shipped his cell phone back. But somehow, the phone turned up missing and UPS said it wasn't their problem.
However, since our 3 On Your Side report first aired, Ralph Edwards had his issue resolved.
"You guys did a great job, if you guys hadn't got involved, they would've still had my $331," said Ralph.
Ralph is finally breathing a sigh of relief, but that wasn't the case when he was first profiled in a 3 On Your Side report.
He tried to return an inoperable cell phone to T-Mobile by putting it in a prepaid UPS shipping box and putting it in a drop box. But unfortunately the phone disappeared and no one seems to know where it went.
"I’m in the middle, two big companies. I’m in the middle, little guy and no-body's listening," Ralph said last April.
Ralph wound up paying $331 for the missing phone but he wasn't happy about it. After all, he said he followed instructions and placed the prepaid box in the drop box.
3 On Your Side wanted to find out what happened to that phone, so we asked UPS to investigate. They did, and in a statement, the shipping company said, "The package has no origin scan, meaning that it was never picked up and scanned into our system. Since there was no origin scan, we cannot initiate a claims process."
UPS may have considered the matter closed, but T-Mobile stepped up big time. Even though the cell phone company never received the cell phone and even after Ralph had to mail T-Mobile $331 dollars, T-Mobile changed its mind and returned the money to Ralph.
They actually sent him a prepaid debit card with the full amount that he mailed in.
"Actually T-Mobile did step up and that was good for them because we're a T-Mobile customer we've been with them for a couple of years now, and everybody's phone is on T-Mobile, they would've lost a big customer you know," said Ralph.
Ralph says he appreciates T-Mobile's generosity and is thankful 3 On Your Side got involved.
"You guys did a great job! So you'll be hearing from us every time somebody's messes with us. 3 On Your Side, so hurry up call 3 On Your Side.”