T-Mobile Usa Inc

January 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 January 4, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced in regards to losing her photos and appreciates the opportunity to respond to 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.
After review of Ms. [redacted]’s account T-Mobile records reflect that on September 23, 2016, she was advised via written correspondence information outlining how to backup and save the files that may be saved on her handset. Additionally, as Ms. [redacted] continued to contact T-Mobile Customer Care in an effort to resolve this matter, on November 17, 2016, T-Mobile issued a one-time courtesy credit in the amount of $50.00 to her account.
Please be advised that our Terms and Conditions of service state that “you agree we are not liable for missed or deleted voice mails or other messages, for any information (like pictures) that gets lost or deleted if we work on your Device”, and as such, we respectfully decline to provide further compensation in regards to this matter.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on January 5, 2017, upon speaking with her T-Mobile offered a one-time credit in the amount of $150.00 as a final resolution to her concerns. Ms. [redacted] advised that she would like to consider this offer and as such, should Ms. [redacted] like to take advantage of this offer she may contact our office at the below number by February 5, 2017. 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.
Shannon R[redacted]
Executive Response

April 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 April 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account balance and her efforts to create a payment arrangement.
As Ms. [redacted]’s JUMP! On Demand leases had been closed as she had completed the 18 month lease term, her billing statement dated March 5, 2017 included her four JUMP! On Demand purchase option charges for her equipment originally obtained on our lease program. The $702.68 charge for Ms. [redacted]’s JUMP! On Demand leases was applied to her monthly recurring charges.
As Ms. [redacted]’s JUMP! On Demand leases had ended, she was presented the ability to either return the equipment to a local T-Mobile retail store and complete the JUMP! On Demand lease, purchase the equipment by remitting payment in full for the purchase option price plus applicable taxes, and or breaking up the purchase option price over a period of nine months on our Equipment Installment Plan (“EIP”).
Unfortunately as with an EIP, customers account must be current prior to the start of a new installment plan. As Ms. [redacted] did have an outstanding balance, she was initially unable to create an EIP for her JUMP! On Demand purchase option charges. However April 13, 2017, Ms. [redacted] was successfully able to create her EIP for her phone handsets and as such, the charges of $702.68 which were applied to her billing statement dated March 5, 2017, were credited.
Ms. [redacted]’s updated balance is $604.70 which includes her billing statement dated April 5, 2017 and March 5, 2017. Please note, Ms. [redacted]’s billing statement dated April 5, 2017 includes four restore from suspension fees as her four lines of service were interrupted for her past due balance. However on April 18, 2017, Ms. [redacted] had a credit of $92.24 applied to her account which represents the four restore from suspension fees and applicable taxes. Ms. [redacted]’s updated balance is $512.46.
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.
Martin G[redacted]
Executive Response

April 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 March 29, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to being charged for a phone that she returned.
T-Mobile records shows that on October 27, 2016, a handset replacement was ordered for Ms. [redacted]’s non-working handset, and it was shipped to her on November 24, 2016. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.
Our records do not indicate that we received the non-working handset, as such, on January 7, 2017; Ms. [redacted] was charged $649.99 for the non-return fee. However on April 10, 2017, T-Mobile was able to locate the handset and applied an adjustment to Ms. [redacted]’s account in the amount of $649.99 leaving her balance reflecting the amount due of $178.39. This balance consists of monthly reoccurring charges, EIP monthly charges and applicable taxes and fees for the billing periods of February 2, 2017 through April 1, 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.
Jimmie P[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 satisfactory to me.  I have checked my account to verify accuracy and there is only 1 issue left that we will adjust directly with company. Thank you for your help in resolving this matter. 
Sincerely,
[redacted]

May 26, 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 May 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that
[redacted] is the account holder of record. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding international usage charges assessed to her account. Based on T-Mobile’s review, we have confirmed that the international rates for Ms. [redacted]’s T-Mobile ONE rate plan, when using her services in the United Kingdom, are $0.20 per minute when using voice calling and unlimited text messaging and data access. Furthermore, the T-Mobile ONE rate for using services in Nigeria are $4.19 per minute when using voice calling, $0.50 per text message sent, and $15.00 per megabyte of data used. Please be advised that customers may check the international usage rate for any country by visiting www.T-Mobile.com/international.
Records confirm that during Ms. [redacted]’s May 2017 billing period, international usage charges totaling $735.50 were assessed to her account for usage while travelling in the United Kingdom and Nigeria. While it is T-Mobile’s positon that the charges are valid, on May 15, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $518.14 for a portion of the above-referenced international usage charges.
Nevertheless, in a continued effort to amicably resolve the matter and upon speaking to Ms. [redacted], on May 22, 2017, T-Mobile agreed to apply an additional credit in the amount of $217.36 toward Ms. [redacted]’s account for the remaining international usage charges from the May 2017 billing statement. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.
Ms. [redacted]’s account remains active with a balance of $370.61 which consists of monthly access charges, monthly Equipment Installment Plan ("EIP") installments, monthly JUMP! On Demand ("JOD") lease installments, applicable taxes, and fees from the billing statement dated May 8, 2017, which is due on May 28, 2017. 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.
Brandon M[redacted] Executive Response

April 4, 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 March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding attempts to participate in a T-Mobile promotional offer. Records confirm that, in October 2016, Mr. [redacted]’s account was eligible to receive a 75% discount off of the cost of his add-a-line reducing the associated monthly access charges from $40.00 to $10.00. Additionally, T-Mobile records confirm that, on October 20, 2016, T-Mobile sent Mr. [redacted] an SMS text message which advised him of the offer. Regretfully, at that time Mr. [redacted] selected “not interested” at which time the offer was declined.
Nevertheless, in an effort to amicably resolve the matter, on March 29, 2017, T-Mobile agreed to provide Mr. [redacted] with a 75% monthly discount toward the add-a-line costs associated with the mobile number ending in 2805. Mr. [redacted] will continue to receive the above-referenced credit while maintaining promotional eligibility.
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 Mr. [redacted]’s contact with our Customer Care. We regret 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.
Brandon M[redacted] Executive Response

April 17, 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 5, 2017, regarding the above-referenced account.    T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that November 21, 2016, Ms. [redacted] placed an order for two System Identifying Module (“SIM”) cards for two new lines of service in order to attempt to take advantage of our 2016 Friends and Family 2 Lines On Us promotion.   Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 Lines On Us to new or existing customers like Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.    Our records reflect that as Ms. [redacted] is currently on a promotional $120.00 4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the 2016 Friends and Family 2 Lines on Us promotion as she is already receiving one line of free which is built into her existing rate plan. As such, on March 1, 2017, Ms. [redacted]’s number ending [redacted] was enrolled in the promotion. We apologize for the inconveniences this has caused Ms. [redacted].   Our records further reflect that on March 4, 2017, Ms. [redacted] added a new line of service with mobile number ending [redacted] during our 2017 Free Add-A-Line: This One’s On Us! promotion. Starting March 1, 2017 and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for free. As Ms. [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibility. Please note that Ms. [redacted] will still be responsible for the taxes associated with the free lines of service.   Finally, on March 3, 2017, through March 9, 2017, customer had an opportunity to get an Apple iPhone 7 32GB for free or an Apple iPhone 7 Plus 32GB for $100.00 after instant trade-in and mail-in rebate when trading in a qualifying device and port in a number. Our customers must complete the purchase through our Equipment Installment Plan (“EIP”) and with an Unlimited Data feature. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $100.00.  Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.   On March 5, 2017, Ms. [redacted] upgraded to two iPhone 7 Plus 32GB and one iPhone 7 128GB through EIP. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $49.99 for each iPhone 7 Plus 32GB and $125.99 for the iPhone 7 128GB and agree to a series of 24 monthly installments in the amount of $30.00 for each iPhone 7 Plus 32GB and $26.00 for the iPhone 7 128GB.   Additionally, we have confirmed that Ms. [redacted] ported in her numbers [redacted] and [redacted] to meet the eligibility for the mail in rebate for the new devices. Regrettably, Ms. [redacted] was not on an unlimited data plan and was not eligible for the promotion.   Nevertheless, our promotions team authorized a rebate for the mobile number [redacted] sending a prepaid debit card in the amount of $551.99 on April 14, 2017. Please note that it can take up to 10 business days for it to be delivered.   Although, it is T-Mobile’s position that Ms. [redacted] was not eligible for the iPhone 7 promotion for her mobile number ending [redacted] and [redacted] as they did not have an unlimited feature, as a courtesy and in an effort to amicably resolve her concerns, we have issued a one-time credit for $1,083.98 to honor the promotion. The adjustment was applied to the EIP balance, leaving a balance due of $108.01 on each device. Please note the additional payment will reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments.   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

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. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
It's it's funny how he said that I never got back to him and that he attempted to reach out to me multiple times but just like I wrote in my email I have work Monday through Friday from 8 to 5 if he called me after that I would be glad to talk to him so I asked him for his email address and he gave me the email address. I sent him a meme email explaining the situation somewhat I didn't want to go into detail because of the fact that I wasn't on the phone but I gave him the gist of it and sent him screenshots of what I was talking about so for him to tell me that I need a specific address is bull. Because you don't need a specific address when you sit here and advertise that you get LTE coverage throughout America that's not one specific address so don't sit here and tell me that you need a specific address that I need to give you. My point is that you guys are liars just like you stated that I never got back to you yet there are screen shots of me responding. sincerely,
[redacted]

August 25, 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 August 14, 2017, regarding the above-referenced account.  Please be advised that [redacted] and [redacted] is the same person. T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.   T-Mobile regrets any concerns Ms. [redacted]’s has in regards to her account.  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 contact with our Customer Care or retail location.   T-Mobile records indicate on April 21, 2015, Ms. [redacted]’s qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 32GB handset.  T-Mobile records reflect that Ms. [redacted]’s was not required to remit a down payment; however, she agreed to a series of 24 monthly installments in the amount of $28.33 added to her monthly billing statement.    It is important to note that should service be cancelled prior to the terms of an EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statement.    On October 1, 2015, T-Mobile records indicate that Ms. [redacted]’s account was canceled pursuant to her request. The final billing statement issued November 2, 2015, reflected a balance of $700.60 due by November 22, 2015. This balance consisted of a past due balance of $190.66 which Ms. [redacted] paid on November 2, 2015, which reduced the final billed charges to $509.94 for the remaining EIP charges.   T-Mobile record confirms that we received the Samsung Galaxy S6 32GB handset on December 21, 2016.  However, As Ms. [redacted] returned the handset outside of the 14 day return period that T-Mobile provides the balance was not removed from her account.   In effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $509.94 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.  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.   Nicole C[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 satisfactory to me. I have mailed the device back to T-mobile, confirmation # [redacted] 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. Sincerely, [redacted]

June 29, 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 15, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] may have experienced with her final bill and we appreciate the opportunity to review and address her concerns. T-Mobile records confirm that
Ms. [redacted] activated one line of service on March 3, 2017. At the time of activation, Ms. [redacted] elected to enroll in our AutoPay feature, which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method supplied by the customer.
Thereafter, Ms. [redacted] was sent a billing statement in the amount of $70.00 for services from March 3, 2017, through April 2, 2017, which was due on March 30, 2017. Regretfully, on March 12, 2017, Ms. [redacted]’s account was canceled when she ported her mobile number to other service provider. Please be advised 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, Ms. [redacted] was billed through April 2, 2017.
On March 28, 2017, a payment in the amount of $70.00 was remitted, via AutoPay, to Ms. [redacted]’s account, which left the T-Mobile account with a zero balance. However, on March 29, 2017, Ms. [redacted] contacted T-Mobile to cancel her AutoPay feature and as a courtesy, a refund in the amount of $46.66 was applied to Ms. [redacted]’s credit card equal to service charges after cancellation.
Unfortunately, due to an administrative error, Ms. [redacted] was billed for prorated service charges form March 12, 2017, through April 2, 2017 with a payment due on April 23, 2017. As the account balance remained unpaid, T-Mobile made attempts to collect on the outstanding balance. A review of Ms. [redacted]’s account confirms that it was not sent to an outside collection agency and all collection efforts where internal. As such, no negative reporting was sent to the credit bureaus.
On June 20, 2017, T-Mobile issued a credit in the amount of $36.16 that updated Ms. [redacted]’s account balance to zero. As such, her account remains closed with a zero balance. 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

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.
Sincerely,
[redacted]  IMEI [redacted]P.S. They are not telling thw truth I provided everythingthey ask for an act as if I did nothing.

September 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 August 31, 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 any inconvenience Mr. [redacted] may have experienced with respect to his Carrier Freedom reimbursement. Please be assured that we make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent experience with our Customer Care.

In order to qualify for the Carrier Freedom reimbursement, Mr. [redacted] was to trade-in the handset he was using with his previous carrier, and then submit his final bill from his previous carrier online at www.Switch2T-Mobile.com. The final bill was to include the final equipment charges and Early Termination Fees charged by his previous carrier. T-Mobile records confirm that on April 26, 2017, Mr. [redacted] submitted the above documentation, however it did not include the final equipment charges and Early Termination Fees charged by his previous carrier and as such his reimbursement was declined.
It is important to note that in Mr. [redacted]’s correspondence, he indicated that he was to receive a Carrier Freedom reimbursement in the amount of $538.12, however on September 5, 2017, Mr. [redacted] submitted all of the documentation which included the requested information and we were able to calculate the reimbursement amount of $377.87. As result, a prepaid debit card in the amount of $377.87 was processed on the above date and will be delivered to Mr. [redacted]’s billing address within three weeks to his billing address.
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.
Cesar R[redacted]
Executive Response

September 15, 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 September 7, 2017, regarding the above-referenced account.  T-Mobile is happy to report we have resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile regrets any poor experience Ms. [redacted] may have encountered while completing a Change of Responsibility (“COR”).  A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.   In relation to mobile number ending in [redacted], Ms. [redacted] advised that the number would be transferred to [redacted], removing it from her account.  T-Mobile account notes confirm that Ms. [redacted] approved the COR.  At that time, she was advised that [redacted] had to contact Customer Care within 30 days to accept financial responsibility for the mobile number ending in [redacted].  Our records indicate that [redacted] did not contact T-Mobile within that timeframe and as such, the COR could not be processed. As a result, Ms. [redacted] remains financially responsible for the mobile number ending in [redacted].    On September 6, 2017, Ms. [redacted] elected to transfer the mobile number ending in [redacted] to another provider leaving her account with six remaining lines.  On September 8, 2017, T-Mobile spoke with Ms. [redacted] in regards to her concern.  At that time, T-Mobile explained the COR process and reminded Ms. [redacted] she will remain responsible for all lines on her account until any transfer or cancelation has been completed.    In an effort to address Ms. [redacted]’s misunderstanding with the COR process, on September 7, 2017, credits totaling $61.19 were applied to the account for the service charges in relation to mobile number ending in [redacted]. This adjustment was for charges during the billing cycles dated July 15, 2017 through the date of cancelation on September 6, 2017.  Ms. [redacted]’s account remains active with a balance of $80.17. 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.   Vanessa Q[redacted] Executive Response

April 11, 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 c[redacted]pondence dated April 7, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Mr. [redacted], which was proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concern to Mr. [redacted] in regards to his international dialing charges. T-Mobile records confirm that on February 20, 2017, Mr. [redacted] added a second line of service ending in [redacted] to his T-Mobile account and subscribed to T-Mobile ONE Plus International add on feature which includes T-Mobile’s International Dialing Plan to allow customers to dial internationally at a discounted rate per minute. Please be advised that there is a toll of $0.20 cents per minute for calls placed to the Philippines with the International Dialing Plan and $1.99 per minute without the service. T-Mobile records confirm that on March 19, 2017, Mr. [redacted] was billed a total of $240.84 including applicable tax for calls placed from February 20, 2017, through March 18, 2017 on his new mobile line of service ending in [redacted]. It is T-Mobile’s position that the charges are valid and owed.
However, in an effort to amicably resolve this matter, on April 10, 2017, T-Mobile applied a credit in the amount of $240.84 to Mr. [redacted]’s account for the billed international calls leaving a balance due of $50.91 immediately. Mr. [redacted] should note that his mother, the end user, has placed outbound international calls for which he currently has a pending charges of $64.40 for the calls that will reflect in his bill dated April 19, 2017. Please note that this fee may increase if international calls continue. Mr. [redacted] may contact Customer Care at 1-800-937-8997 should he would wish to block the international dialing option. T-Mobile regrets any inconvenience.
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.
Oscar T[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: [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 7, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any continued concerns Ms. [redacted] has experienced. Upon speaking with Ms. [redacted] on October 19, 2016, T-Mobile determined that Ms. [redacted]’s handset was in fact non-working. As outlined in our previous letter to your office, Ms. [redacted] had a limited warranty on her handset during which she is eligible to receive an advanced replacement of her 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. In an effort to amicable resolve this matter, T-Mobile has replaced Ms. [redacted]’s non-working Apple iPhone 6 Plus with a brand new Apple iPhone 6 Plus. 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. James H[redacted] Executive Response

September 14, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [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 September 10, 2015, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter. Our records confirm that on June 8, 2015, a handset replacement was ordered for Ms. [redacted]’s non-working Samsung Galaxy S6 handset, and it was shipped to her on the same day.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.  Our records do not indicate that we received the non-working handset; as such, Ms. [redacted] was charged $630.71 for the non-return fee and applicable taxes.  Please be advised that the return of the above mentioned equipment is outside the sixty (60) day period provided to the customer to return their non-working handset.  In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile will allow Ms. [redacted] to return her non-working handset directly to my attention within 10 days and must be post marked by September 21, 2015, and sent to my attention at:T-Mobile USA, Inc.Executive ResponseAttention: Ruben A[redacted]Albuquerque, NM 87107Upon receipt of the handset in like new condition, T-Mobile will apply a credit to the account in the amount of $630.71 for the handset non-return fee and applicable taxes.  T-Mobile recommends that Ms. [redacted] request a tracking number when shipping, as T-Mobile is not responsible for equipment being returned back to T-Mobile.  Ms. [redacted] should also include her account information within the box to ensure proper account credit.  If the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Ms. [redacted] and the non-return fee will then be considered valid.  Should Ms. [redacted] fail to meet this date the offer shall be considered void and T-Mobile would no longer accept Ms. [redacted]’s equipment return.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 [redacted]Very truly yours,T-MOBILE USA, INC.Ruben A[redacted] Executive Response

March 3, 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 February 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her account. Please note that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If the customer does not remember the password, then Customer Care will request that the caller verify the last 4-digits of the Social Security number or tax ID number listed on the account or the Personal Identification Number (PIN) selected by the customer. Furthermore, when a customer visits a store they are required to provide a government issued photo ID in order to gain access to their account.
T-Mobile records confirm that on November 19, 2016, Mr. [redacted] visited a T-Mobile retail store and verified his identity by providing his government issued photo ID. During this visit Mr. [redacted] activated mobile numbers ending in [redacted] and [redacted] on his account. Mobile number ending in [redacted] remains active on Mr. [redacted]’s account. However, if Mr. [redacted] would like to cancel mobile number ending in [redacted] he must contact Customer Care by calling 800-937-8997. Further records confirm that on January 28, 2017, Mr. [redacted] contacted Customer Care and after verifying his account, he activated mobile number ending in [redacted]. On the same date, Mr. [redacted]’s rate plan was changed to the $130.00 T-Mobile One rate plan, effective January 8, 2017.
Please note that Mr. [redacted] currently has three active Equipment Installment Program (“EIP”) loans on his account. Mr. [redacted] has an iPhone 6 Plus financed for number ending in [redacted] with a monthly cost of $31.24, an iPad Air 2 and accessories financed for mobile numbers ending in [redacted] and 5096, with a monthly cost of $31.93, and a Samsung Galaxy J7 financed for mobile number ending in [redacted] with a monthly cost of $10.42. We spoke with Ms. [redacted] and she verified that these EIP loans are correct.
T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as a The T-Mobile Advantage Program.
This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. The $50.00 onetime credit offer is available with the grandfathered Advantage Program based on the individual discount offered. In reviewing Mr. [redacted]’s account our records confirm that he currently has the corporate discount for CEVA Fright LLC on his account, which provides a monthly discount of 15%. Unfortunately, the T-Mobile One plan is not eligible for the discount. As such, Mr. [redacted] did not receive a discount on his February 11, 2017, billing statement.
It is also important to note that Mr. [redacted]’s account is billed in arrears and his billing cycle runs from the 8th of the month to the 7th of the following month with payment due on the 1st of the month thereafter. On February 11, 2017, Mr. [redacted]’s billing statement was provided showing an outstanding balance of $379.19, which includes monthly access charges, equipment charges and applicable taxes for services from January 8, 2017, through February 7, 2017. Between February 22, 2017, and February 24, 2017, as a courtesy to Ms. [redacted], T-Mobile applied credits totaling $192.44 to the account, reducing Mr. [redacted]’s outstanding balance to $186.75, which he paid on February 28, 2017, bringing his outstanding balance to zero.
Pursuant to Ms. [redacted]’s request, the rate plan on Mr. [redacted]’s account was changed back to the $80.00 Simple Choice North American plan effective February 22, 2017. Furthermore, pursuant to Ms. [redacted]’s request, mobile numbers ending in [redacted] and [redacted] were cancelled effective the same date. In an effort to amicably resolve this issue, T-Mobile applied additional credits totaling $114.36 to Mr. [redacted]’s account bringing his outstanding balance to a credit balance of $114.36 and he may verify this by visiting www.T-Mobile.com. Mr. [redacted]’s estimated monthly cost including his equipment and before his 15% monthly discount is now $254.41. T-Mobile regrets any inconvenience to Mr. and 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.
Jhayd G[redacted] Executive Response