T-Mobile Usa Inc

December 23, 2015 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 December 22, 2015, regarding the above-referenced account. Per T-Mobile’s November 5, 2015, response to your file number [redacted], T-Mobile previously, applied an account credit of $69.03, authorized user, Mr. [redacted]’s handset backorder issue. T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location. We regret any confusion regarding our new JUMP! On Demand offering. The JUMP! On Demand lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. During the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service bill. Mr. [redacted] signed up for JUMP! On Demand with an Apple iPhone 6S Plus handset. T-Mobile confirms that Mr. [redacted] will receive $19.50 in monthly bill credits, which reduces the monthly lease payment to $11.50 per month and applicable sales tax. Again, we regret any confusion experienced regarding the trade in of Mr. [redacted]’s Apple iPhone 5S handset. T-Mobile confirms that Mr. [redacted]’s account is receiving the appropriate bill credits. 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. Pancho Q* Executive Response

Complaint: [redacted]
I am rejecting this response because:Regarding my complaint at T-mobile. I refuse it because they say that there is no offer but there is. I will get proof that we are not lying. We don't want to pay additional $27.82 or a restocking fee of $50. We work our way here, some of us just have enough to get above water. We are good clients but offering us something that is free which is not is such a disgrace. T-mobile is trying to fool us because they think we are not smart and we get fooled easily and they can get away with it. Thank you,[redacted]
Sincerely,
[redacted]

August 23, 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 13, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns caused regarding her T-Mobile account.  T-Mobile records confirm that as of October 9, 2015, Ms. [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and 10GB of Data promotional rate plan, which for $120.00, provides four lines with unlimited talk, text and 10GB of data at up to 4G/LTE speeds depending on device capability.  Additionally, on November 4, 2016, Ms. [redacted] activated one mobile internet line (“MI”) which subscribed to the Simple Choice North America MI 2GB rate plan for $20.00, provides up to 2GB data at up to 4G/LTE speed depending on the device capability.   T-Mobile appreciates the opportunity to respond to Ms. [redacted]’ concerns related to the billing on her T-Mobile account.  Our records reflect that Ms. [redacted] activated her MI line of service on November 4, 2016 and attempted to take advantage of the following promotion:   2016 Oct Samsung Bundle   As can be expected, there are several eligibility requirements for the aforementioned promotion. Regretfully, not all of the requirements were met by Ms. [redacted].  Please be advised that from October 26, 2016 through November 10, 2016, eligible customers could get a Samsung Galaxy Tab E tablet at no cost when they buy a qualifying Samsung Galaxy Smartphone on the same day and sign up for a 1GB or higher Mobile Internet plan.   It is important to note that Ms. [redacted] did meet the MI rate plan requirement and was subscribed to the correct data plan for her MI line.  However, Ms. [redacted] did not purchase her qualifying device on Equipment Installment Plan (“EIP”); instead the qualifying device was leased under our JUMP! On Demand leasing option (“JOD”). As such, JOD was not qualified to receive the promotional credits under the promotional offer.    Nevertheless, in effort to amicably resolve Ms. [redacted] concerns, upon speaking with her on August 16, 2017, T-Mobile has removed the remaining EIP balance owed on the Samsung Galaxy Tab E tablet.  It is important to note that this allowed Ms. [redacted] to keep the equipment at no additional cost to her.  Additionally, T-Mobile applied a courtesy credit totaling $90.00 to Ms. [redacted] account to offset the monthly EIP charges billed for the Samsung Tab E tablet, which reduced the balance to $218.37, due September 1, 2017.  T-Mobile regrets any inconvenience caused 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.   Sharon B[redacted] Executive Response

Revdex.com:
The bank statement will be forwarded to that appropriate department This week. My only concern is that payments that were made in cash last year 12/08/15 at the T-mobile store in East Liberty are gone forever and that is not fair. No one has Money to waste and it is T-Mobile's responsibility to locate those payments. 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]

November 4, 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 27, 2016, 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 Ms. [redacted]’s concerns within this letter. T-Mobile regrets that Ms. [redacted] has experienced concerns with her final billing statement dated July 10, 2016. T-Mobile records confirm that Ms. [redacted] canceled her account on June 16, 2016 when she ported her mobile number to another service provider. Ms. [redacted]’s account balance totals $225.53 which is for the prorated final monthly recurring service charges from service that ran from June 10, 2016 through June 16, 2016, and the JUMP! On Demand lease acceleration, and collection fee. As the account balance of $211.93 was left unpaid, Ms. [redacted]’s account was referred to an outside collection agency, Convergent Outsourcing Inc., on October 8, 2016, and Ms. [redacted]’s account was assessed a collection fee of $13.60. However, upon review of the account and Ms. [redacted]’s, correspondence, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has issued a credit of $225.53 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. Lupe C[redacted] Executive Response

Sorry that not responding sooner, I spoke to someone name Christian S[redacted] promise to go in to the account to reverse the charges for the months I paid for but didn't use and the lines that was supposed to be cancelled.Ms. S[redacted] stated that some of the money would be put to pay off the my devices I had. waited a few days  check the account didn't see the paid off but saw the credit wait another 2days still didn't see it so I try to reach out to Ms.S[redacted] no response

Complaint: [redacted]I am rejecting this response.
First of all, I want to make it clear that I never intentionally stated that I did not make the Revdex.com complaint when T-mobile called me.  When Maggie(?) from T-Mobile called me on Jun 3, 2016, the line was not very clear (and she had a strong accent, may I say), for the moment I thought it was a spam advertising call so I responded by saying I did not "ordered the service". I am sorry if that was mis-interpreted.  In fact, just a few minutes after the initial call, I realized that the call might be about my complaint, so I called back immediately. Another lady answered my call and told me that T-Mobile had already concluded that my complaint had no merit as "there was never a service interrupt" in my area and the problem was with my phone. I told her that I would not accept the conclusion as all evidence pointed to the fact that the service was not normal because T-mobile was upgrading their towers in Madison area.  The lady insisted I was not correct. 
 
In Maggie's' response to Revdex.com she asked that I contact her directly, so I call the phone number (and the extension) she provided twice. One on yesterday's afternoon and one this morning. In both cases, I was greeted by voice message saying Maggie was out of office.  I left one message asking her to call me but I have yet to receive a call from her.
 I would be happy to discuss with Maggie or another representative from T-mobile.  
Here I list again the facts:
1: During the period between May 10 till May 31st, two of my T-mobile lines using Android phones did not work correctly, I can receive phone calls only if I turn off the high speed LTE data. 
2: I checked with two local T-Mobile stores. The store managers told me it was a known problem as they had receive MANY complaint of the same nature. The resin was that T-Mobile was upgrading the tower(s) in Madison area. They said the only solution was to wait until the upgrading to complete.
3: On May 31, without any change on my phone settings, both lines went back to normal. 
4 (Additional information). I went back to T-Mobile store on June 5th, ask asked about the problem. The store person confirmed that there problem was fixed and he "received no problem reports in the past week" as compared to "many complaints" earlier.
I would urge T-Mobile to make some decent investigation on the matter and give me a satisfactary response. 
 
thanks
 
 
 
 
 
 
Sincerely,[redacted]

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 30, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns [redacted] has in regards to a payment remitted to his T-Mobile account.  [redacted]'s account was activated on November 22, 2017; his first billing statement dated December 20, 2017, reflected a balance of $70.00 which included pro-rated monthly recurring charges for T-Mobile ONE and was due by January 12, 2018.  On January 19, 2018, [redacted]’s account was partially suspended due to non-payment.  As a courtesy, we allowed [redacted] to receiving incoming calls during the suspension, but restricted outgoing calls.  That same day, a payment of $70.00 was remitted reducing [redacted]’s balance to zero and restoring full service to his account. The billing statement dated January 20, 2018, reflected a balance of $109.99 which included $75.00 monthly recurring charges for T-Mobile ONE, $20.00 for a restore from suspension fee, $6.00 for a T-Mobile REVVL JUMP! On Demand (“JOD”) monthly payment, $4.99 for third-party purchases and $4.00 in applicable taxes and fees.  On January 26, 2018, a payment of $10.00 was remitted to the account reducing the balance to $99.99.  Shortly thereafter, on January 29, 2018, a courtesy credit of $25.00 was applied, reducing the balance to $74.99. Unfortunately, on January 30, 2018, the $70.00 payment was backed out due to insufficient funds, increasing the balance to $144.99.  Additionally, a $25.00 returned payment fee was applied increasing the balance to $169.99.  The following day, on January 31, 2018, [redacted] was advised that he may dispute the returned payment with his bank or he may fax a complete, unaltered bank statement with a running balance via fax to: (877) 218-9134 Attn: Returned Payment Disputes.  The dates of the statement must range from January 19, 2018 to February 2, 2018. On January 31, 2018, a $25.00 credit was applied as a courtesy for the returned payment fee, reducing the balance to $144.99 where it remains today. Upon receipt of the correspondence, we spoke with [redacted] and advised the returned $70.00 payment has yet to be reapplied to his T-Mobile account.   We advised [redacted] he will need to dispute this matter with his bank or fax the requested document to the number listed above.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.Daniel R[redacted]Executive Response

Complaint: [redacted]
I am rejecting this response because:,
I think t-mobile could of done something better to resolve my problem. I am not satisfied when in the 1st place it wasn't my fault. Employee gave me the wrong information and that looks bad on their side. Sincerely, 
[redacted]

May 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 correspondence dated May 2, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s concerns and if she was unaware that an account was opened. However, it does appear that at the time T-Mobile was provided with Ms. [redacted]’s social security number and a credit check was authorized, the above referenced account was activated with the mobile numbers ending in [redacted] and [redacted]. Please note that the mobile numbers may have been only a placeholder if Ms. [redacted]’s intention had been to port her current mobile numbers in.
As previously mentioned in our correspondence to your office, Ms. [redacted]’s account has been closed and all charges were absolved from Ms. [redacted]’s responsibility. Please be advised that Ms. [redacted] account was never reported to any credit agency. We truly regret Ms. [redacted]’s experience and we will ensure that the feedback is passed on to the appropriate department for further review.
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.
Mercedes V[redacted]
Executive Response

July 15, 2015
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 10, 2015, regarding the above-referenced account.  T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
 
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.  Please be advised that based on a review of www.switch2t-mobile.com, T-Mobile has not received a submission for Ms. [redacted] account. 
 
T-Mobile records confirm that on June 14, 2015, Ms. [redacted] activated her T-Mobile account.  At that time, our records confirm that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 4 handset, an Apple iPhone 6 handset, and a ZTE Mobile Hotspot device.  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.  Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $132.00 and agree to a series of 24 monthly installments in the amount of $55.32.
 
According to a review of RMA # [redacted], associated with the trade-in of Ms. [redacted] handset from her previous service provider, T-Mobile has confirmed a maximum trade-in credit offer of $169.00 for Ms. [redacted] Samsung Galaxy Note Edge handset.
 
According to our records, at the time of Ms. [redacted] above-referenced account activation, Ms. [redacted] selected the promotional $100.00 Simple Choice Family Unlimited Talk, Text, and Data rate plan which offers unlimited nationwide calling, messaging, and 4G LTE data with 7 gigabytes (GB) of smartphone mobile hotspot (SMHS) for two lines of service with each additional line starting at $40.00 per month.  Additionally, Ms. [redacted] selected the $20.00 Simple Choice 1GB Mobile Internet rate plan for the mobile number ending in [redacted].
 
T-Mobile records confirm that Ms. [redacted] mobile numbers ending in [redacted] and [redacted] are subscribed to the $10.00 Jump! 2 feature.  Additionally, Ms. [redacted] mobile number ending in [redacted] is subscribed to a Name ID feature which displays the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book for a monthly charge of $3.99.   The estimated cost per month for all of the services described, including Ms. [redacted] EIPs is $199.31 before applicable taxes and fees.
 
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.  Please note that 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.
 
As of the time of Ms. [redacted] above-referenced equipment purchase, T-Mobile provided a fourteen (14) day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it 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.  It is T-Mobile’s position that Ms. [redacted] is now beyond the above-referenced return period and is ineligible to return her equipment for a refund. 
 
However, as a courtesy and in an effort to amicably resolve this matter, Ms. [redacted] may cancel her T-Mobile account by transferring her mobile numbers to another provider and return her handsets, chargers, and hotspot device to my attention at the following address: 
 
Executive Response
Attn: Brandon M[redacted]
Albuquerque, NM 87107
 
When the handsets have been received in acceptable condition, T-Mobile will credit the account balance to zero.  T-Mobile recommends that Ms. [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account.  Please note that if the handsets are not received within thirty (30) days from the date of this letter, Ms. [redacted] will remain responsible for her total equipment installment plan balance and any service related charges.  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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Brandon M[redacted]
Executive Response

November 17, 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 8, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to this matter. T-Mobile records indicate that on August 5, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 handset for use on mobile number ending [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 monthly installments. Please note that our records do not indicate that Ms. [redacted] was required to remit a down payment, however she agreed to a series of 24 monthly installments in the amount of $24.17 add to her monthly billing statement. It is important to note that should service be cancelled on an account prior to the terms of the EIP being satisfied, any remaining EIP balance will accelerate and become due in full on the final billing statement. A Change of Responsibility (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. T-Mobile investigated this matter and found that the COR for Ms. [redacted]’s mobile number ending in [redacted] was processed on September 15, 2016. As of that date, Ms. [redacted] was no longer financially responsible for the mobile number ending in [redacted]. Our records do not indicate that the new customer accepted the transfer of the associated EIP for mobile number ending [redacted]. It is important to note that customers may request that an EIP be transferred between accounts after a COR is completed, so long as the new customers’ account is in good standing and so long as the new account holder is qualified for such financing, however the new account holder must accept the transfer of the EIP. T-Mobile records confirm that Ms. [redacted]’s above-referenced account was assessed $241.61 in accelerated EIP charges on a billing statement dated October 16, 2016. As the EIP was not transferred to the new account holder, it is T-Mobile’s position that the charges are valid and owed. However, in the Un-carrier spirit, on November 11, 2016, T-Mobile elected to absolve Ms. [redacted] of the remaining EIP charges and issued a one-time credit to her account in the amount of $241.61. As such, Ms. [redacted]’s account balance was updated to reflect a zero balance. Please note that Ms. [redacted]’s account remains closed with a zero balance. 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. 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. Jason A[redacted] Executive Response

April 20, 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 13, 2017, regarding the above-referenced account.    We are truly sorry to hear that Ms. [redacted] had anything but a great Un-Carrier experience while working with our Customer Care 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 her experience and we hope we can fix that. Without the support of our valued customers, such as Ms. [redacted], we wouldn’t be able to continue our movement and growth.   Our records reflect that Ms. [redacted] activated her account on February 7, 2017, with the intention of taking advantage of our Carrier Freedom and 2017 Tax Time Switcher Offer. Although our Carrier Freedom, which allows customers to receive reimbursement for early termination and equipment termination fees, currently does not have an expiration date, the 2017 Tax Time Switcher Offer was offered for a limited time from January 5, 2017, through February 28, 2017. During the promotional timeframe, customers who activated a new line of service on the T-Mobile ONE or Simple Choice with Unlimited data and port in their numbers would receive a $150.00 mail in rebate. It is important to note that these offers are not compatible with each other and will only receive the payout for one per line of service.   As such, Ms. [redacted] received two $150.00 prepaid debit cards for the 2017 Tax Time Switcher offer and $142.00 for her early termination fee reimbursement, for a total of $442.00. Please note that it can take up to 10 business days for the debt cards to be delivered.   Although, it is T-Mobile position that she received the promotional value that she was eligible for during her activation, as a courtesy for the experience she has encountered, and in an effort to regain her confidence, we have issued a free month of service, in the amount of $140.00, leaving her account with a credit balance of $65.47 for the due date of April 28, 2017. We hope that this is a start to restoring Ms. [redacted]’s trust.   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

December 21, 2015 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 December 8, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] surrounding the unauthorized purchase of a handset. Please be advised that T-Mobile takes account security very seriously and would like to address Mr. [redacted] concerns. T-Mobile records indicate that on November 24, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 5 and accessories for the line 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. Based on Mr. [redacted] personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay $80.99, which is for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $ 33.76. T-Mobile records indicate on December 6, 2015, Mr. [redacted] called in to dispute the purchase of the device. After research, T-Mobile records confirm the purchase of the new equipment was made by an authorized user on Mr. [redacted] account. It is T-Mobile’s stance that authorized users may upgrades lines of service and perform handset exchanges. Accordingly it is T-Mobile’s position that all EIP charges are valid and owed for the line ending in [redacted]. On December 7, 2015, Mr. [redacted] cancelled service on the line ending in [redacted]. In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has absolved Mr. [redacted] of all EIP charges related to the Samsung Galaxy Note 5 and accessories in the amount of $809.97. Additionally, T-Mobile has applied a credit for $72.38 for payments made toward the equipment. Please be advised that T-Mobile has blocked the use of the Samsung Galaxy Note 5. Mr. [redacted] account remains active with a balance of $416.81 which is due by December 27, 2015 for service for the billing period from November 7, 2015 to December 6, 2015. 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. Ty Rollins Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted],I would like to say again I did not agreed in no monthly payments except for the phone EIP. That was the reason of my complaint TMobile lied to me. With that being said and clarified I will say  that this resolution is satisfactory to me. And I'm really hoping for them to keep their word in the new monthly payments of 230.00 Sincerely, [redacted]

August 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced file number.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile marketing literature received via email. In Mr. [redacted]’s correspondence to your office he states he is receiving marketing literature via e-mail at his work email address.   Please be advised on August 3, 2017, in an effort to amicably resolve his matter, T-Mobile removed Mr. [redacted]’s work email address from future T-Mobile marketing literature. 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.   Carolina F[redacted] Executive Response

May 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [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 20, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his handset. T-Mobile records indicate that on December 2, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 5. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device which expired on December 2, 2016.
Our records show that on November 15, 2016, Mr. [redacted] subscribed to our JUMP! 2 feature which provides customers all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period.
Please be advised that physical damage is not covered under the extended warranty, therefore Mr. [redacted]’ handset would need to be replaced through the handset insurance before it would be considered eligible for a JUMP! upgrade. It is also important to note that in order to take advantage of our JUMP! upgrade, the account must be in good standing. T-Mobile records confirm that on April 12, 2017, Mr. [redacted] made a payment in the amount of $555.00. The payment covered a portion of Mr. [redacted]’s billing cycle from February 19, 2017, through March 18, 2017, due April 11, 2017, in the amount of $694.00 which included monthly recurring charges, taxes and fees, and a past due amount of $554.15.
As we want to ensure that our customers are provided the best experience possible, on May 1, 2017, T-Mobile offered to replace Mr. [redacted]’s Note 5 with a new Samsung S7. Mr. [redacted] has declined our offer due to wanting to us his JUMP! upgrade. T-Mobile has set a follow up with Mr. [redacted] on May 5, 2017, to process the JUMP! upgrade.
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 L[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:  Yes this here is odd; he again complains that I was uncontactable, but upon receiving his email I replied back, but he does not acknowledge that and he didn't respond back himself. I would like T-Mobile to furthermore acknowledge their business infringes the Americans with Disabilities Act. I'm a bed ridden old man with brain damage, here is my neuro-psych eval stating basically such: [redacted]The documents indicates due to brain damage I suffer visual memory and auditory retention issues. Given T-Mobile's lack of ADA compliance, they practice really shady communication skills, evidenced by the screen shots of conversations I attached before. They fail to ensure disabled customers have access to their businesses and are treated fairly. I clearly told the representative "yes" to sign me up. The rep performed no further discussion about it. They waited hours to respond to a question I had on an unrelated switch to T-Mobile One issue, and given my disability I was left clueless as to whether I was signed up for the free add a line or not. T-Mobile blames me for the matter, and at which point I'm to blame is limited to my disability, and T-Mobile's lack of ADA compliance. And now, T-Mobile "declines to acknowledge" their issues, in order to save money to boost profit by attempting to charge me for the free line and have every complaint filed against them dismissed in a strong armed fashion. As a person with disabilities, I was unable to follow T-Mobile's conversation with me, in which they refused to even discuss the matter or follow up with it, and they didn't even tell me they had failed not to add the extra line. As a disabled person, I'd need them to actually keep me informed on the progress they made or didn't make on the issue to follow along properly. They believe I should have followed up to make sure I was signed up apparently, and impossible feat given the low quality communication and engagement by T-Mobile. Unfortunately for me, it's no loss on T-Mobile's part unless they get sued and forced to comply- forced to acknowledge their mistake, which is why they're so snobby in the Revdex.com complaints. On the side claim, the company was negligent to sign me up and follow up after the conversation, even switching representatives mid-way between the conversation and waiting hours to respond to my affirmative "yes" to have the line added. I'm now out of $40/month of owed value to my plan, perhaps I should sue over the issue? That's quite a chunk of change T-Mobile is attempting to bilk me out of. That's $480 dollars per year they are refusing to provide me over this matter, in which I believe I'm owed, and it's now my loss financially. T-Mobile did offer to buy me out of my lines, doing so knowing I owe less than what the phones are worth. The devices can be sold online used on craigslists for more than I need to pay T-Mobile, ensuring even if the devices were returned to T-Mobile, they'd make a killer profit selling the devices used (I could do the same- Pay off T-Mobile, and have profit to spare). I owe around $1500, but the devices could be sold for $2000+ in "used" aftermarket state. Given this evidence it's obvious their interest in this conversation has been purely about boosting corporate profit, at the expense of services and customers, per usual. They've made absolutely no effort to accommodate me or to rectify the matter. That's their style.
Sincerely,
[redacted]

September 28, 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 16, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.   It is important to note that T-Mobile does not reflect a record of Ms. [redacted] contacting Customer Care or visiting a local retail location to report her concern regarding unauthorized purchases.    Regrettably, due to the limited details provided by Ms. [redacted] and unsuccessful contact attempts with her, T-Mobile was unable to identify her specific concern regarding which and what purchase to review.  It is important to note that as of September 13, 2017, Ms. [redacted]’s account has been suspended due to nonpayment as her last recorded payment is dated July 11, 2017, in the amount of $153.86.  Her account reflects a total balance due of $1,355.18 which is completely past due as of the date of this letter.  As such, T-Mobile asks that Ms. [redacted] contact me at the number below at her earliest convenience for further review.    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 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I'm uncertain any rebuttal I have will change much. There are discrepancies in T-Mobile Rochelle M[redacted] Statements. She hadn't been 100% honest. Review of her calculated Figures speaks for itself. The Samsung Galaxy S8+ was in a Device Recovery Program with an accepted offer of $657.00. She stated I paid $246.14 against the Balance of the Samsung Galaxy S8+ with a full retail price of $850.00. 657.00 + 426.14= $903.14 not $850.00. I paid against the Device Recovery Program to satisfy the Balance I had with [redacted]. I do have my Documentation if requested. There are other Amounts I had Paid which are verifiable. Ms. M[redacted] requested my Bank Statements; [redacted] Final Bill; Device Recovery Program (She didn't see it had existed). I forwarded copies of my Bank Statements showing only the Dates; Transactions with T-Mobile. The last 4 Digits of the Credit Card used for Payments. She did tell me she required my entire Bank Statement without omitting information. This would include sensitive information such as our complete our Account Number; Transactions with other Merchants; Direct Deposits; Credit Lines; Available Credit. I reached out to my Financial Institution, they emphasized that I don't do that. If she needed access to all of my Financial Activity, have her Attorney go through the Judiciary System for a Subpoena. To do otherwise was setting myself to Identity Theft. Yes, I do have the Email requesting those Statements, Unaltered. I also warned Ms.M[redacted] the situation was confusing, complicated for me. Never had I been rude to her. I, truly, didn't want unnecessary tension. My interest was fully comprehending. She's wrong with the Samsung Galaxy Note 8. I did Preorder 1 & Cancel the Order. On 09.02.17.... I contacted T-Mobile inquiring on their Buy one Samsung Galaxy Note 8; get 1 Free Promotion. The Representative walked me through the process. I did sign the Terms & Conditions. A short time after, I reached out to T-Mobile with another inquisition. It's when their Promotion was thoroughly explained to me. I did NOT qualify. The Representative had affirmed the Phone was Scheduled for Delivery. I had 2 options. Accept it when Delivered, use the Return Label to send it back or Reject the UPS Delivery. I Rejected the UPS delivery. I was expecting a Refund in the Amount of $294.69. On 09.13.17 ~ A Representative notified me, a Refund to my Payment Method had been Refunded. It'll be Credited to my Mastercard no later than 09.26.17. When it hadn't posted, I contacted my Bank. They confirmed, no Refund had been received. I contacted T-Mobile again. This time I had another Representative tell me they didn't see where they were to Refund me. I was transferred to a Supervisor. They promised to escalate the Refund. Please give him 1 Week. The day before Ms. M[redacted] contacted me.... I had received an Email from T-Mobile notifying me that the Handset had been Delivered to the Warehouse. They would be issuing a Refund. Mr. M[redacted] didn't note a Refund was in the process.She was submitting it. She told me she didn't work on Weekends, however, would contact me the next Business Week. In-Between this time.... The Supervisor called. The purpose of his Call was to affirm the Warehouse had received the Phone. He was now going to submit a Refund. He didn't see where anyone had already issued a Refund. I told him I was exasperated. My responsibility was to adhere to the instructions of their Representatives. Their responsibility was to meet their obligations to the Customer. I further explained being bounced from Representative to Representative was further complicating. I didn't know the Status of my Account. It depended on which Representative I spoke to. While trying to rectify the Device Recovery Program, receipt of a Refund; there was a Plan Change I never authorized. A $220.00 Plan for 2 Samsung Galaxy S3 Frontier Watches (Wearables). When we initially switched to T-Mobile with 2 Samsung Galaxy S8 Pluses; adding 2 Samsung Galaxy S3 Frontier Watches.... My Plan wasn't even close to $220.00. It was approximately $140.00 Monthly. I was requesting an Adjustment that multiple Representatives had promised. When they hadn't updated the correct Plan & Price; I was falling delinquent. Everyone knows if they're delinquent they're going to be sent to Collections for a Report to the 3 Major Credit Bureaus. They promised that wasn't going to happen. They also promised they'd adjust the Plan, Issue a Refund; follow through with the Device Recovery Program. Ms.M[redacted] testimony to the Revdex.com wasn't entirely accurate. My Financial Institution has yet to receive a Refund of $294.69, muchless, some $210 figure she quoted. To the Date of today, 10.25.17, a T-Mobile Refund hasn't posted to my Mastercard. I have since Filed a Dispute of the Charge. Bank Of America has issued a Credit as well a Internet against the Amount. Mr. M[redacted] told me if it was the channel I elected; she'd be notified & would provide proof of a Refund. Ms.M[redacted] had also told me I could Port my Phone Numbers to them to have all Devices on 1 Plan. I went to T-Mobile at the time of opening the Doors to do just that. It took 4 Hours for them to tell me what they could've told me within half an hour.... I wasn't eligible to Port those Numbers without buying our my Samsung Gear S3 Frontier Watches as I was exceeding my Credit Limit. I'd think an Executive Representative would know if switching was possible. The Representatives at the Store were new Employee's coming from the Wireless Provider I was currently with. They defamed the Wireless Provider's name. They didn't care what an Executive Representative had told me. When I walked out of the Store... My Phones were deactivated from the Wireless Provider I had come from & deactivated on their Network. I reported to the Wireless Provider to have my Account Reinstated. T-Mobile shouldn't have deactivated my Service with my current Carrier prior to authorization within their own Network. Through all of this, I've been patient. Haven't been belligerent, rude or tasteless in my composure. I don't practice taking my frustrations out on a Representative. I do expect them to do the right thing, be honest with me. I really have nothing bad to say about T-Mobile Service.They do offer a strong Signal in our Area. 
Sincerely,
[redacted]