T-Mobile Usa Inc

April 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Ms. [redacted] but have been unsuccessful therefore we will make every effort to address her concerns within this letter. Additionally, T-Mobile has deemed Ms. [redacted] and Ms. [redacted] is the same person.
T-Mobile regrets Ms. [redacted]’s concerns regarding the creation of her payment arrangement. As Ms. [redacted] indicates in her correspondence to your office, T-Mobile declined to create a payment arrangement without her banking information. Please be advised however our records indicate on March 29, 2017, a payment arrangement was successfully made with Ms. [redacted] with regard to her outstanding balance of $181.98 set to be paid on April 10, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kimo C[redacted]
Executive Response

August 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 16, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced during her recent visit to a T-Mobile store and we appreciate the opportunity to review and address her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location. T-Mobile records indicate that on June 25, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a iPhone SE handset for the mobile number ending in [redacted]. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $16.67. Additionally, the optional Premium Handset Protection (“PHP”) feature was added to the mobile number ending in [redacted]. On August 15, 2016, Ms. [redacted] contacted T-Mobile and pursuant to her request the PHP feature was removed. Ms. [redacted]’s account was issued a one-time credit in the amount of $12.00 for the PHP feature from June 25, 2016, through July 24, 2016, and she was advised that that once the prorated charge for PHP feature from July 25, 2016, through August 15, 2016 has posted to her account T-Mobile would also adjust that amount. On August 17, 12016, T-Mobile advised Ms. [redacted] of the above and that we appreciate her bringing this to our attention so we may improve on our customer experience. Ms. [redacted] had no additional concerns. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

May 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced account.
T-Mobile regrets any coverage concerns Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service, quality, and availability. We likewise regret any concerns to Ms. [redacted] when contacting our Customer Care team. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and to provide them with the best options available based on their needs.
Upon receipt of Ms. [redacted]’s correspondence from your office, we reviewed the address provided by
Ms. [redacted] at [redacted] and confirmed that the site servicing the area does experience slight congestion and currently we are upgrading our network in this location to provide customers a better service experience.
Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. It is important to mention that new equipment is not a guaranteed option under T-Mobile’s Handset Exchange Program.
Our records confirm that on April 12, 2017, Ms. [redacted] contacted Customer Care to report that her handset speaker was not working properly. At this time, troubleshooting was performed to rule out possible handset or software issues; ultimately as we were unable to replicate the issue, Ms. [redacted] was referred to a T-Mobile retail location for further troubleshooting. Later, on April 12, 2017, a replacement handset for the Alcatel Idol 4S handset was mailed to Ms. [redacted] under our handset exchange program. Following on April 17, 2017, Ms. [redacted] again contacted Customer Care to report having the same audio issues with the replacement handset received and an additional replacement handset was mailed for the same equipment make and model through our handset exchange program.
Please be advised that any time we mail a customer a Signal Booster or Wi-Fi CellSpot Router is with the intention to improve a customer’s in-home coverage by enabling them to have better voice and data connections while at home. We regret to hear that this option did not improve Ms. [redacted]’s service.
It is important to mention the account is on a month to month basis and that although we would regret losing Ms. [redacted] as a customer, we understand that we may not be the best service provider for her currently. Should Ms. [redacted] choose to keep her T-Mobile service, she may continue to experience coverage concerns in places around her billing address and based on our findings no further credits are warranted to her account. Please note that as of May 5, 2017, Ms. [redacted]’s account reflected a balance of $56.71 due by May 15, 2017. It is T-Mobile’s position that the charges are valid and owed.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as discussed per my mother [redacted]  I agree to the resolution, but prefer the complaint not be closed until the reimbursement has been received and receipt has been confirmed to business and the Revdex.com.
Sincerely, [redacted]

May 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted]T-Mobile [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2018, from Mr. [redacted] regarding the above-referenced account.  Please be advised that the account holder of record is Ms. [redacted] and that she has designated Mr. [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr. [redacted] experienced regarding the above-referenced account.  In Mr. [redacted]’s correspondence, he indicated that a handset was recently purchased on the account, at which time handset protection was added to the line of service without authorization.  The JUMP! 2 handset protection feature may be added to the account within 14 days of a qualifying event.  Qualifying events include:• Activation with EIP;• Add a line with EIP;• Handset upgrade with EIP; or• Warranty Exchange with EIP.Our records confirm that on April 7, 2018, our Equipment Installment Plan (“EIP”) program was used to purchase an Apple iPhone 8 Plus for the line of service ending in 4950.  A down payment in the amount of $79.99 was required, and the remaining balance was to be paid in 24 monthly installments in the amount of $30.00.  Our EIP program was also used to purchase an Apple iPhone 8 Plus on the line of service ending in 7303.  A down payment in the amount of $79.99 was required, and the remaining balance was to be paid in 24 monthly installments in the amount of $30.00.  At the time of the handset purchase, our JUMP! 2 handset protection feature was added to the line of service ending in 4950, at a monthly cost of $15.00.Our records confirm that on April 26, 2018, the JUMP! 2 handset protection feature was removed from the line of service ending in 4950.  Upon receipt of Mr. [redacted]’s correspondence, T-Mobile reviewed the above-referenced account, and confirmed that none of the lines of service are subscribed to handset protection.  In Mr. [redacted]’s correspondence, he indicated that handset protection had also been added to lines of service previously.  Our records confirm that the line of service ending in 0912 was previously subscribed to handset protection as well, but the feature was removed as of November 3, 2017.Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  However, in an effort to amicably resolve Mr. [redacted]’s concerns, on May 7, 2018, T-Mobile issued a credit to the account in the amount of $100.00 for previously billed handset protection. The account remains active, with a credit balance of $100.00.  T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-7995.Very truly yours,T-MOBILE USA, INC.Chris P[redacted]Executive Response

June 21, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 18, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family.  We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission.  In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. 
 
Please note that there are several eligibility requirements to be met in order to receive reimbursement.  These include trading in the devices that T-Mobile will be reimbursing and customers submitting their final billing statement from their previous carrier showing the balance owed on the device(s) at www.switch2tmobile.com within 60 days of activation.  T-Mobile records reflect that Ms. [redacted] submitted a request for reimbursement that showed a balance owed for an iPhone 6s of $541.64, however, there was no documentation provided showing a balance owed on a second device.  Additionally, T-Mobile shows no record of Ms. [redacted] trading in the two devices in question to T-Mobile.  As such, on May 11, 2016, a prepaid MasterCard in the amount of $331.64 which represented the amount owed of $541.64 minus the estimated trade in value of the device of $210.00. 
 
Furthermore, under the Carrier Freedom program T-Mobile issues a bill credit for the amount of the trade in and issues a prepaid MasterCard for the remaining balance owed equating to reimbursement of the total balance owed.  Had T-Mobile shown a record of receiving the trade in device, Ms. [redacted] would have received a bill credit for the remaining $210.00 for this device. 
 
In speaking with Ms. [redacted] she indicated that she had the additional documentation showing the balance owed on the second device and that she had mailed the devices to be traded in to us though we show no record of receipt.
 
Thus, in an effort to amicably resolve the matter, T-Mobile has allowed Ms. [redacted] to provide this documentation outside of the 60 day timeframe directly to me and to issue credit for the trade in devices though we cannot confirm the devices were received.  Additionally, T-Mobile will reimburse the entire amount in the form of prepaid MasterCard as a gesture of goodwill as opposed to applying bill credits for the devices traded in for her inconvenience.  The documentation provided shows a total balance owed on the second device of $613.31 and as such, on June 21, 2016, T-Mobile requested a prepaid MasterCard be mailed to Ms. [redacted]’s address of record for $823.31 which represents the entire balance owed on the second device of $613.31 plus the trade in value for the first device of $210.00.  Ms. [redacted] has expressed that she is satisfied with this resolution.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

April 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets that Mr. [redacted] is dissatisfied with our previous response. As indicated in our March 23, 2017 and March 31, 2017 responses, our records confirm that Mr. [redacted] activated the above-referenced account for two lines of service, and purchased two Subscriber Identity Module (“SIM”) cards for use with the lines of service. Regrettably, Mr. [redacted] cancelled his account on March 3, 2017, when he ported his numbers to another provider.
As indicated in our previous response, T-Mobile SIM card purchases are non-refundable. However, as Mr. [redacted] was unable to use his service, T-Mobile has closed his account with a zero balance. Additionally, on March 30, 2017, T-Mobile issued a refund to Mr. [redacted] in the amount of $53.00. This refund has been issued to Mr. [redacted] in the form of a prepaid card, and sent to him via U.S. Mail. Mr. Scheibel should have received this refund within seven to ten business days. If Mr. Scheibel has not received this refund, T-Mobile requests that he contact me at the number below to work toward an amicable resolution. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

T-Mobile,
 I accept this, conditionally.  I speak only to the conditional agreement of the letter mentioned in the responses.  The condition being that their "good faith" agreement holds up and Amsher is willing to accept this as a means to remove this from my credit history (not just paid in full status).  If this is not truthful and they do not comply, I will re-open this case as T-Mobile is the only one with account rights to the collection agency.  I am awaiting a reply from Amsher soon on this matter.  It may take 90 days to process, but it shouldn't take 90 days for them to acknowledge.  I would quickly like to reiterate that this complaint has nothing to do with the fact that I owed the balance.  I acknowledged that from the first sentence.  The nature of the complaint is with my inability to pay after calling and asking for how much I still owed and why I couldn't see my balance online.  I made an attempt to pay and was not allowed to pay.  This is not a collections worthy circumstance.  It's business ethics and I simply wanted my credit status to be 100% restored as if it never happened.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me as long as it complies like mentioned above.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 
Thank you, the prepaid card arrived today in the mail.  That concludes what I would expect to receive.  Now T Mobile and I are right. 
 
Thank you for interceding for me.  Sincerely, [redacted]

May 3, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]             To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 28, 2017, regarding the above-referenced account.    We are truly sorry to hear that Mr. [redacted] had anything but a great Un-Carrier experience while working with our retail team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been Mr. [redacted]’s experience and can assure that we will provide coaching and feedback for our team.   Upon speaking with Mr. [redacted] on May 2, 2017, he did confirm that it was the back of the device that was scratched during the installment of a screen protector and did not impact the devices functionality.   Therefore, as a courtesy for the experience Mr. [redacted] has encountered, and in an effort to regain his confidence, we have issued an electronic refund of $50.00 to his chosen bank account. It is important to note that it can take up to three business days for the funds to appear in his account. Please be assured that Mr. [redacted] has accepted and considers this matter resolved to his satisfaction.   Again, we apologize for his experience and hope that he may consider T-Mobile as his service provider in the future.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

October 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 2, 2017, regarding the above-referenced account.    We regret any inconvenience Mr. [redacted] experienced with his billing statements. T-Mobile records indicate that Mr. [redacted] activated one line of service on August 5, 2017, line ending in 9082 on our Simple Choice Talk and Text family plan for $110.00 per month. Additionally, Mr. [redacted] subscribed to our Stateside International features for $15.00 per month which includes calls and text messaging to other countries from the U.S. at a discounted or included rate. Mr. [redacted] was charged $3.00 per minute to Peru instead of .30 per minute to Peru.   Upon further review, T-Mobile records indicate that Mr. [redacted] was charged a total amount of $1,100.64 in international calls on various dates in the months of August and September 2017.   Nevertheless, as a gesture of good faith, on August 26, 2017 T-Mobile applied credits totaling $188.64.  Additionally, on August 30, 2017, credits totaling $912.00 were applied to the account from Mr. [redacted]’ billing statement dated July 27, 2017 leaving a balance of $172.35 due October 19, 2017.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Rochelle M[redacted] Executive Response

April 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and we have confirmed that [redacted] is the same person.
T-Mobile has reviewed the account and confirmed that mobile number ending in [redacted] was transferred to another service provider on February 12, 2016 thus canceling that line of service. The arrangement to transfer the line of service was made directly with Mr. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Mr. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile did not receive any requests to cancel the remaining line of service ending in [redacted] on Mr. [redacted]’s account. Our records confirm the additional line of service ending in [redacted] was cancelled on May 24, 2016 for non-payment.
If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that [redacted] agreed to an EIP for the mobile number ending in [redacted] on May 30, 2014 with the purchase of a Samsung Galaxy S5. When the account was canceled on May 24, 2016, the remaining EIP balance of $23.34 was accelerated and posted to the final billing statement dated June 8, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed.
Although Mr. [redacted] indicates in his letter to your office that T-Mobile did not attempt to notify him of his past due balance prior to sending his account to collections our records reflect that we did make several attempts to notify him of his past due balance, which included text messages, calls, and late notices that were sent to the billing address on file, which is different than the address Mr. [redacted] provided to your office. It’s important to note that the last record we have of Mr. [redacted] contacting T-Mobile to update his billing address was on May 30, 2014, and has been the same address ever since. Therefore, it is our position that we did make the appropriate attempts to notify Mr. [redacted] of the past due balance prior to the account being transferred to a third party collection agency, Convergent Outsourcing Inc., on July 10, 2016.
Upon the account being transferred to a third party collection agency, a one-time collection fee was assessed in the amount of $66.01, bringing the account to a balance of $446.73. Please note, between July 24, 2016 and July 27, 2016, a total of $1.82 in adjustments were applied, reducing the balance to $444.91. It's T-Mobile’s position the balance is accurate.
As Convergent Outsourcing Inc. was unsuccessful in collecting the balance above on January 13, 2017 Mr. [redacted]’s account was transferred to the third party collection agency Amsher. T-Mobile recommends that Mr. [redacted] contact Amsher directly at 1-877-322-9724 to discuss options for payment.
In regards to the concerns Mr. [redacted] brought up with the $175.00 payment not being authorized, T-Mobile has no records of a payment in this amount posting to his account. If he has additional concerns regarding the payment, he can contact his financial institution.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted] and...

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record for the cancelled business account number [redacted] is [redacted] and the account holder of record for the active account number [redacted] is [redacted], and [redacted] is an authorized user of each account.
T-Mobile has reviewed the correspondence received from Ms. [redacted] with regard to the former T-Mobile business account number [redacted]. Our review found that the account was activated on January 4, 2017 and cancelled on March 10, 2017 by our Risk Assessment Team when it was determined to pose an unacceptable risk to T-Mobile. Upon investigation of the identification information provided at activation, T-Mobile found that it could not be validated. Furthermore, records indicate on March 3, 2017, Ms. [redacted] attempted to activate the account number [redacted] under her own personal information to include the move or transfer of her ported numbers and her handsets purchased with T-Mobile’s Equipment Installment Plan (“EIP”) offering; however, on March 10, 2017 our Risk Assessment Team also cancelled the new account as an unacceptable risk due to the association with the previous account.
Please be advised as four handsets were purchased with the EIP offering on the previous account, upon the cancellation referenced above, the corresponding International Mobile Equipment Identifiers (“IMEI”) numbers, were blocked from use on T-Mobile’s network as well as most other wireless carriers’ networks.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns and upon further review and verification of her personal account, T-Mobile offered to resume the account number [redacted], remove the IMEI blocks for all four handsets, completed the transfer of her mobile phone numbers, and resumed three of the EIPs with their originally agreed upon requirements and monthly installments. Additionally, T-Mobile waived the EIP balance for the fourth Samsung ON5 handset and applied a $190.28 credit to the active account to return it to a zero balance. Ms. [redacted] accepted this offer as resolution.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location and Customer Care.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Kimo C[redacted]
Executive Response

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding coverage and her equipment purchase on T-Mobile’s Equipment Installment Plan (“EIP”). In Ms. [redacted]’s letter to your office, she indicates that she experiences coverage concerns at her address of record. Although we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we regret any coverage issues that Ms. [redacted] has experienced.
T-Mobile records indicate that on March 6, 2017, Ms. [redacted] initiated an EIP for a Samsung Galaxy S7 device with a total purchase price of $576.00 plus tax. Ms. [redacted] was required to remit payment for the sales tax at the time of purchase, and the balance of $576.00 was to be paid over a period of 24 months at a rate of $24.00 per month.
At the time of Ms. [redacted]’s purchase, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment and accessories to see if they met her needs. If the equipment or accessories were not acceptable, she could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
Additionally, by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device in which she is able to receive a replacement of the same or equivalent model, provided that the handset is in good physical condition. On June 5, 2017, T-Mobile records indicate that Ms. [redacted] contacted Customer Care to report that she was not receiving text messages or phone calls and following the completion of troubleshooting efforts, it was determined that Ms. [redacted] was eligible for a replacement under the Limited Warranty; regrettably, Ms. [redacted] declined.
In an effort to amicably resolve this matter, on June 10, 2017, T-Mobile agreed to allow Ms. [redacted] to return her Samsung Galaxy S7 handset outside of the return period. We asked that the device be received in acceptable, like-new condition no later than July 10, 2017. Upon receipt of the device, and satisfactory inspection thereof, T-Mobile has agreed to absolve Ms. [redacted] of any remaining EIP charges for the Samsung Galaxy S7 handset in the amount of $504.00.
Ms. [redacted]’s Samsung Galaxy S7 handset can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Anthony M[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Anthony M[redacted]
Executive Response

October 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Mr. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated October 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on September 20, 2016, Mr. [redacted] participated in the iPhone 7 Trade Up promotion wherein he purchased a new iPhone 7 Black 128GB device and elected to trade in his iPhone 6 16GB device. Mr. [redacted] elected to finance the iPhone 7 through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $99.99 plus tax, and agreed to pay for the remaining cost of the device totaling $649.99 in 23 monthly installments of $27.09 and one final installment of $26.93. With this promotion Mr. [redacted] will receive a trade in credit of $165.00 when his iPhone 6 is received, which will apply toward his account balance, and he will also receive 24 monthly Apple promotional credits totaling $484.99 toward his EIP loan for the iPhone 7. Customers who participate in the iPhone 7 Trade Up promotion were required to change their plan to the T-Mobile One plan. As such, on September 20, 2016, Mr. [redacted]’s rate plan was changed from the $100.00 Simple Choice Family Time Unlimited Talk, Text and Data plan for two lines, to the $130.00 T-Mobile One Unlimited Talk, Text and Data plan for two lines, effective October 11, 2016. Since Mr. [redacted] is subscribed to automatic payment, he receives a monthly discount of $5.00 for each mobile number, reducing his monthly cost before taxes and other features to $120.00. As Mr. [redacted] states in his correspondence, the T-Mobile One plan is a promotional plan and therefore is not eligible to receive any monthly discounts provided through our Corporate Discount program. We would be happy to change Mr. [redacted]’s rate plan back to his previous plan. However, if Mr. [redacted] elects to change his rate plan back, he will no longer qualify for the iPhone 7 Trade Up promotion and therefore will not receive the monthly Apple promotional credits. If Mr. [redacted] would like for us to change his rate plan back to his previous plan, he may contact me at the number below. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

November 8, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account. 
 
T-Mobile regrets hearing of Mr. [redacted]’s concerns with our payment arrangement options, the recent suspension of his account due to non-payment and service reconnection fees.
 
T-Mobile records confirm that Mr. [redacted] has two mobile numbers active with mobile numbers ending in [redacted], [redacted] and one mobile internet line ending in [redacted].  Records further confirm that Mr. [redacted]’s account billing cycle runs from the 8th of one month to the 7th of the following month with payment due by the 28th.
 
T-Mobile offers payment arrangement options to our customer as a courtesy to allow them additional time to remit payment.  T-Mobile records indicate that on October 3, 2016, payment arrangements were made with Mr. [redacted] with regard to his outstanding balance.  Mr. [redacted] entered into a two installment payment arrangements: Mr. [redacted] agreed to pay $65.00 on October 17, 2016, and $223.07 on October 31, 2016, these payments would satisfy his balance originally due by September 28, 2016. 
 
Although records confirm that Mr. [redacted] successfully remitted payment for the two installments mentioned above, further review confirms that his payment due by October 28, 2016, was not remitted on time, as such on November 1, 2016, T-Mobile suspended the account's ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Mr. [redacted] agreed to a new payment arrangement on November 1, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.  It is T-Mobile’s position that the restore from suspension fees were validly assessed.
 
Although outside of T-Mobile policy, and as a courtesy to Mr. [redacted], on November 1, 2016, Customer Care waived the $20.00 restore from suspension fees for each line of service.  Mr. [redacted]’s account remains active with a balance in the amount of $267.94.  Pursuant to the payment arrangement Mr. [redacted] entered on November 1, 2016, he agreed to pay $133.97 by November 15, 2016, and $133.97 by November 27, 2016, which will satisfied his outstanding balance.  T-Mobile regrets any inconvenience to Mr. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Maggie R[redacted]
Executive Response

Revdex.com:As the T-Mobile Executive Representative has affirmed, a resolution had been reached to the satisfaction of all fairness to T-Mobile and myself. At this time, I too, wish to close this Complaint. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

July 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 11, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to her promotions and handsets on her T-Mobile account. Our records reflect that Ms. [redacted] activated her service on April 16, 2016, and took advantage of our Carrier Freedom Reimbursement. As can be expected, there are several eligibility requirements for this promotion; some of these requirements were met and others were not.
To begin with, our records reflect that Ms. [redacted] met all of the requirements for Carrier Freedom and that she was reimbursed through both an account credit that assisted with the down payment for her T-Mobile equipment in the amount of $375.00. Ms. Nelly was approved for a total of $569.00 for her remaining Carrier Freedom reimbursement. However; on July 25, 2016, Ms. [redacted]’s Carrier Freedom Reimbursement was declined because her account was not in good standing.
On July 20, 2016, T-Mobile approved and sent Ms. [redacted]’s Carrier Freedom Reimbursement card in the amount of $569.00. On August 12, 2016, T-Mobile applied a courtesy credit of $100.00 for her Carrier Freedom Reimbursement due to the confusion regarding her trade-in credits that were applied as an account credit and handset purchase down payment. On September 8, 2016, T-Mobile applied another courtesy credit of $239.63 for the Carrier Freedom Reimbursement. Our records indicate that T-Mobile provided Ms. [redacted] with a total of $1,283.63 for her Carrier Freedom Reimbursement.
With respect to Ms. [redacted]’s iPhones; Mobile Device Unlock (“MDU”) request. MDU’s are approved for customers who meet the eligibility requirements. T-Mobile records confirm that, on July 9, 2017, we received an MDU request for the devices referenced in Ms. [redacted]’s letter to your office. However, at that time the devices were not eligible because Ms. [redacted] canceled her T-Mobile account and had unpaid pending charges. We advised Ms. [redacted] that once the pending charges had been paid in full, she would be able to submit another MDU request for approval.
In an effort to amicably resolve this matter, on July 12, 2017, T-Mobile successfully provided Ms. [redacted] with her MDU for all of her devices and assured that they are ready to be unlocked by following the instructions emailed. If Ms. [redacted] has further questions or concerns, she may contact me at the number provided below. As of July 21, 2017, Ms. [redacted]’s account remains canceled with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

February 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his returned two Samsung Galaxy Note 5 handsets. T-Mobile records indicate on December 8, 2015, Mr. [redacted] activated service and agreed to a JUMP! On Demand (“JOD”) lease for two Samsung Galaxy Note 5 handsets. JOD is a lease option wherein customers agree to a series of 18-monthly lease installments and a purchase option price at the end of the 18-months becomes due if that customer chooses to keep the handset. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset is assessed on the next month billing statement.
T-Mobile records indicate that rather than return the leased devices to his local retail store, Mr. [redacted] sent his devices to our National Return Center which confirms receipt as of December 12, 2016. Please note, that the normal process is important because the final lease installments are also collected and the lease itself is closed out. Because Mr. [redacted]’s handsets were sent to the warehouse, his payments were not collected and the lease continued to bill. At the time of the return, Mr. [redacted] would have been required to remit a payment in the amount of $279.27 per Samsung Galaxy Note 5 which was the remaining balance left on each of his two leases.
However as Mr. [redacted]’s equipment was returned to our warehouse, that amount was billed to his account plus the purchase option price for each device. When the balance remained unpaid, on December 1, 2016, Mr. [redacted]’s balance of $838.33 for the handsets was sent to a collection agency.
However, upon review of the account and Mr. [redacted]’s, correspondence, T-Mobile confirmed that the devices were returned and as such, issued a credit of $838.33 to the above-referenced account bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90-days for the credit report to be updated.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

August 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated August 21, 2016, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. T-Mobile regrets any billing and payment concerns that Mr. [redacted] has experienced with his account. On July 12, 2016, a payment in the amount of $108.35 posted to the account. As the account is billed in arrears, this payment satisfied the balance due on July 12, 2016 for services rendered from June 3, 2016 to July 2, 2016. If Mr. [redacted] has concerns of the charges incurred during the billing period, service dates are reflected on page three of his monthly statements. T-Mobile records confirm that on July 16, 2016, the above referenced account was canceled when the mobile numbers were ported to another service provider. Mr. [redacted]’s billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through August 2, 2016. A final billing statement dated August 3, 2016, in the amount of $108.34 was due on August 12, 2016 for services from July 3, 2016 to August 2, 2016. On August 22, 2016, a payment in the amount of $108.34 posted to the account, bringing the account to a zero balance. It is important to note that all collection efforts were internal and by T-Mobile, therefore, there was no impact to [redacted]’s credit report. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $108.34 for the full final bill. The above referenced account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Juan B[redacted] Executive Response