Unable to Obtain Return Label for Bring-It-Back Device

Hello,

I’m posting here in hopes that a moderator can step in and help resolve an issue I’ve been trying to fix through chat support for over 24 hours.

I received an email stating that my Bring-It-Back device is due on June 29. Wanting to handle this properly, I contacted chat support to request a return shipping label. The first representative told me they needed my IMEI and that there would be a $55 fee to close the account and issue the return label.

Unfortunately, after going back and forth for approximately 12 hours, no label was ever sent.

I reached out again via chat, and this time I was told that because I am cancelling before June 29, I now owe $530. This contradicts what I was previously told and does not make sense, as I am simply trying to return the device within the stated timeframe.

Additionally, I have thoroughly checked all of my email folders (including spam/junk), and no return label has ever been received, despite being told that it was sent.

At this point, I do not wish to speak with retention or loyalty. My only goal is to:

Receive the proper return shipping label

Return the device as instructed

Close the account once the return is completed

I would appreciate a moderator’s assistance in resolving this as soon as possible, as I have made multiple good-faith attempts to follow the correct process.

Thank you