T-Mobile Usa Inc

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

[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated November 21, 2016, from [redacted] regarding the above-referenced account. Please be advised that Ms. [redacted] is an authorized user on the above mentioned account. T-Mobile regrets any concern Ms. [redacted] has with her bill. T-Mobile records reflect that Ms. [redacted] currently has our 10GB plan for two lines for only $100.00 per month. Additionally, Ms. [redacted] has a $12.00 insurance feature on the line ending in [redacted] and a $10.00 insurance feature on the line ending in 2168. Please note that every voice line is assessed a regulatory fee in the amount of $2.71. Ms. [redacted] has an estimated monthly recurring charge of $130.76, including taxes, for her services. However, it should be noted that when Ms. [redacted] activated her business account, T-Mobile had a limited time promotion for new and existing Business/Government customers to receive up to a $350.00 port-in credit for each new voice line of service ported-in and activated on a Simple Choice business plan with paid data per line. The promotion offered a credit of $100.00 per line after 90 days as a lump sum credit. Additionally, if customers elected to have $20.00 of paid data or 10GB or higher of data, they would receive a $10.00 credit per month over 25 months totaling $250.00. T-Mobile records reflect on December 6, 2015, two $100.00 credits were applied to Ms. [redacted]’s account. Ms. [redacted] also qualified for the two $10.00 credits which were applied as of December 6, 2015. As such, the bill credits that are being applied reduce Ms. [redacted]’s monthly recurring charges down to $110.76 for her services. On September 2, 2015, Ms. [redacted] qualified for and took advantage of our JUMP On Demand (“JOD”) offering with the lease of an iPhone 6 Plus 16GB handset. JOD is a new way for customers to upgrade to the hottest devices whenever they want. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. At the time of Ms. [redacted]’s lease, she was not required to make a capital cost reduction payment. Ms. [redacted] agreed to a series of 18 monthly payments in the amount of $31.00, which appeared on the first bill following the lease agreement of the device. At the time of Ms. [redacted]’s lease agreement, she traded in an iPhone 6 64GB handset which qualified her for a monthly credit in the amount of $12.00, which would bring her monthly payment for her iPhone 6 plus down to $19.00 a month. On May 14, 2016, Ms. [redacted] qualified for and took advantage of our JOD offering with the lease of an iPhone 6 64GB handset. Ms. [redacted] was not required to make a capital cost reduction payment but agreed to a series of 18 monthly payments in the amount of $27.00, which appeared on the first bill following the lease agreement of the device. Lastly, on May 14, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two accessories for the iPhone 6. 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. Ms. [redacted] was not required to make a down payment; however, she agreed to pay $6.37 for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $3.55, which appeared on the first bill following the purchase of the device. The billing statement sent on September 28, 2016, reflected a balance of $195.02. This balance consisted of monthly recurring charges of $197.23 for services used from August 28, 2016, to September 27, 2016, and a credit balance of $2.21. On October 2, 2016, Ms. [redacted]’s promotions on her account took affect and reduced her balance by $32.00. Additionally on October 7, 2016, Ms. [redacted] made a payment in the amount of $140.00 bringing her balance down to $23.02. The billing statement sent on October 28, 2016, reflected a balance of $220.14. This balance consisted of monthly recurring charges of $197.12 for services used from September 28, 2016, to October 27, 2016, and a past due balance of $23.02. On November 1, 2016, Ms. [redacted]’s promotions on her account took affect and reduced her balance by $32.00. On November 11, 2016, Ms. [redacted] made a payment in the amount of $150.00 bringing her balance down to $38.14. Upon speaking with Ms. [redacted] on November 28, 2016, T-Mobile explained the current charges on her account and advised Ms. [redacted] that her charges are correct; however, in an effort to amicably resolve the matter, T-Mobile issued a credit of $38.14, resulting in a zero balance. Ms. [redacted] should expect her monthly bill to be approximately $160.31 due on the 20th of every month. Ms. [redacted] has agreed to our resolution. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Juan B[redacted] Executive Response

July 11, 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 July 6, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. We regret to hear of the billing concerns that Mr. [redacted] experienced. T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allowed 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 periodically to maintain their monthly discount. If T-Mobile does not receive the proof of employment during this re-verification period their eligibility the discount is removed. According to our records Mr. [redacted] was sent a notification on May 19, 2015, to re-verify his employment with Ford Motor Company. Unfortunately, we did not receive the proof of employment and as such on July 24, 2015, the discount was removed. We regret if Mr. [redacted] did not receive the notification that was sent to re-verify his employment status. Although it is T-Mobile’s position that Mr. [redacted]’s discount was removed according to the program eligibility requirements, on July 5, 2016, we received Mr. [redacted]’s proof of employment and have re-added the discount. It should be noted that the discount may take one to two billing cycles to appear from when the application is submitted and approved. Additionally, as a courtesy and in an effort to amicably resolve Mr. [redacted]’s concerns for the missing discount, T-Mobile offered a credit for $176.33; which is for the 15% monthly discount he did not receive on the last 11 billing statements. Please note that on July 7, 2016, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. 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

June 30, 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 17, 2017, regarding the above-referenced account.
T-Mobile regrets to hear of Ms. [redacted]’s concerns with the functionality of her Samsung Galaxy S4 device. T-Mobile records confirm that Ms. [redacted]’s mobile number ending in [redacted] is currently using a Samsung Galaxy S4 device and that she has been using the same model device for the last 44 months, starting on October 26, 2013.
Our records also confirm that on October 22, 2013, Mr. [redacted] chose to add the optional JUMP! 1.0 feature under her mobile number ending in [redacted] for an additional $12.00 per month. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.
Although Ms. [redacted] paid in full her Samsung Galaxy S4 device, since she enrolled to the JUMP! 1.0 feature, her device has an extension of the manufacturer’s Limited Warranty via T-Mobile’ Handset Exchange program as well as the protection against lost or stolen and physical or liquid damage. It is T-Mobile’s position that Ms. [redacted] has received the benefits of the JUMP! 1.0 feature.
In an effort to amicably resolve this matter, T-Mobile is offering to replace Ms. [redacted]’s non-working Samsung Galaxy S4 device with a comparable alternative replacement device, a reconditioned Samsung J7 at no cost to her. Should Ms. [redacted] wish to accept T-Mobile’s offer, she may contact me directly at [redacted]@T-Mobile.com within 14 days from the date of this letter. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted] Executive Response

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        T-Mobile Account Holder:[redacted]                        YourFile No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 15, 2015, regarding the above-referenced account.  Please be advised that [redacted] and[redacted] are the same person.  T-Mobile records reflect that Ms.[redacted] purchased an Apple iPhone 5S handset on September 20, 2013.  By purchasing T-Mobile equipment, ourcustomers receive a one-year Limited Warranty provided by the manufacturer oftheir device.  During the LimitedWarranty period, customers are eligible to receive an advanced replacement oftheir device via T-Mobile’s Handset Exchange Program.  Alternatively, customers can replace theirdevice through a post-exchange program by contacting the manufacturer directlyto discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacementhandset of the same or equivalent model, with a Service Warranty ProcessingFee, provided that the non-working handset is in good physical condition withno modifications or damage, such as broken or cracked plastics, LCD or internalparts, or liquid damage.  Please notethat Ms. [redacted] pays for an extended warranty to cover her device past theone-year Limited Warranty.  T-Mobilerecords indicate that on February 21, 2015, replacement equipment was orderedfor Ms. [redacted]’s non-working equipment, and it was shipped to her on February22, 2015.  Please be advised that in eachreplacement box, a set of instructions is provided to inform the customer howto return their non-working equipment so as to avoid being charged a non-returnfee.  Our records indicate that we didnot receive the non-working equipment. As such, Ms. [redacted] was charged $707.84 for the non-return fee andapplicable taxes.  It is important tonote that the possibility of a non-return fee was disclosed to Ms. [redacted] atthe time the exchange was processed.   Pleasebe advised that our records do not indicate that we have received thenon-working equipment.  As such, thenon-return fee of $707.84 assessed on May 7, 2015 remains valid.  However,on June 16, 2015, in an effort to amicably resolve this matter, T-Mobileapplied a credit to the account in the amount of $707.84 for the non-return feeand applicable taxes.  Please note thatthe account currently remains open and reflects a balance due in the amount of $166.70for monthly access fees and all applicable fees and taxes.  Ms. [redacted] may contact Customer Care todiscuss payment options at[redacted].  We regret any inconvenience to Ms. [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [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. Thank you again for your accommodations.Sincerely, [redacted]

June 1, 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 21, 2017, regarding the above-referenced account.
We regret any inconvenience this matter may have caused Ms. [redacted]. T-Mobile records indicate that on January 24, 2017, replacement equipment was ordered for Ms. [redacted]’s non-working handset, and it was shipped to her on January 26, 2017. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such; Ms. [redacted] was charged $849.73 on March 11, 2017, for the non-return fee and applicable taxes. It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchange was processed.
After further review, it has been found that the non-working equipment serial number has been in use on Ms. [redacted]’s account. As such, it is T-Mobile’s position that the non-return fee is valid and owed. However, in an effort to amicably resolve this matter, T-Mobile has agreed to remove the non-return fee as an exception and block the serial number in question. Ms. [redacted] has accepted this agreement as a resolution.
T-Mobile records indicate Ms. [redacted]’s most recent billing statement dated May 18, 2017, included a rolling passed due balance of $1,318.08 which includes the non-return fee of $849.73, new charges of $209.57 for monthly access charges and applicable taxes for services from May 19, 2017, through June 18, 2017. As of May 23, 2017, Ms. [redacted] has accepted the credit of $849.73 for the non-return fee which then brought Ms. [redacted]’s balance to $677.92.
T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip. T-Mobile regrets an y 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.
Thania R[redacted]
Executive Response

August 4, 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 July 27, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of records is [redacted] and [redacted] has been designated as an authorized user. Please also note that T-Mobile has made attempts to contact [redacted] via the phone number and e-mail address provided in her correspondence to your office which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns in this letter.
T-Mobile regrets any billing concerns [redacted] and [redacted] have experienced. T-Mobile records indicate [redacted] started service with two lines on December 17, 2016, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and subscribed to our JUMP! 2 feature for $12.00 per month, per line. Additionally, our records indicate [redacted] purchased two Apple iPhone 7 Plus handsets using our Equipment Installment Plan (“EIP”) offering. At the time of [redacted]’ purchase, she was required to make a down payment of $421.99 per handset, and agreed to 24 monthly installments of $14.50 per handset.
Review of the account confirms that from the dates of January 17, 2017, through July 6, 2017, the account was suspended for non-payment on seven different occasions. Pursuant to T-Mobile policy, if an account is suspended for non-payment and later restored, a fee of up to $20.00 plus applicable taxes per line may be charged to the account. However, as a courtesy, T-Mobile has issued credits of $45.66 for two to the restore from suspend fees charged.
Furthermore, [redacted] was sent a billing statement dated July 18, 2017, in the amount of $668.76, which consisted of a past due balance of $652.83, as well as prorated monthly recurring charges for services while the account was suspended from July19, 2017, through August 18, 2017, of $16.43.
Following a conversation with our Customer Care on July 27, 2017, T-Mobile agreed to restore services to the account following a payment of $377.50 and agreed to the following payment arrangement for the remaining balance of $344.90; a payment of $100.00 to be made on August 3, 2017, and a payment in the amount of $244.90 to be made on August 17, 2017. As of the date of this letter, the account remains active with the abovementioned payment arrangement scheduled.
T-Mobile would like the opportunity to resolve this matter amicably with [redacted]; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter. T-Mobile regrets any inconvenience to the [redacted]’ and we appreciate the opportunity to address their concerns.
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.
Ronnie A[redacted]
Executive Response

May 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 2, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her closed T-Mobile account.
Unfortunately with the information provided, T-Mobile has been unable to locate a T-Mobile account for Ms. [redacted]. T-Mobile would ask that Ms. [redacted] contact me at the number listed below with her T-Mobile account information. Once received, T-Mobile will be happy to review Ms. [redacted]’s concerns and apprise her of our findings.
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

July 19, 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 July 12, 2016 regarding the above-referenced account.  Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter.
 
T-Mobile regrets that Mr. [redacted] has chosen to cancel his service with T-Mobile and that he has concerns regarding his final billing.  T-Mobile records reflect that Mr. [redacted] ported his mobile numbers ending in [redacted] and [redacted] to another carrier on May 14, 2016 leaving one remaining line ending in [redacted] open on the account.  T-Mobile records further reflect that on July 12, 2016, Mr. [redacted]’s mobile number ending in [redacted] was cancelled at his request.  T-Mobile records do not reflect a previous request to cancel the line ending in [redacted]. 
 
Additionally, as T-Mobile bills in advance, any changes made to the account mid-cycle will not be reflected until the following billing statement.  As Mr. [redacted]’s account bills from the third of one month to second of the following month and his service was cancelled on the twelfth of the month, when his final billing statement generates on August 3, 2016, the amount already billed for service after cancellation will be automatically credited.  Please note that we will be unable to determine the final balance until the final statement generates. 
 
However, in an effort to amicably resolve the matter, T-Mobile will adjust the total amount due for service received when the final billing statement is issued on August 3, 2016 which would include any balance owed from prior to when Mr. [redacted] states he made a cancellation request.  Again, we would be unable to determine what that amount would be until after the final statement is produced.
 
Furthermore, if a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.  T-Mobile records indicate that Mr. [redacted] agreed to an EIP on June 2, 2015, with the purchase of two Samsung Galaxy Note 4’s, a Samsung Galaxy S6 and assorted accessories.  When the account was canceled on July 12, 2016 the remaining EIP balance of $918.91was accelerated and will appear on the final billing statement to be issued on August 3, 2016.
 
However, as an additional courtesy to Mr. [redacted], while outside of the 14-day return period for his devices, if he returns his equipment to the following address by August 19, 2016, T-Mobile will adjust the accelerated balances due for his EIP’s as well:
 
T-Mobile USA, Inc.[redacted]
[redacted]
 
Thus, if Mr. [redacted] returns his equipment by August 19, 2016, his final T-Mobile balance would be zero.  If Mr. [redacted] chooses to retain his equipment, his final balance would be $918.91.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
[redacted]
Executive Response

April 18, 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 7, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his 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 Mr. [redacted]’s recent contact with our retail location.
T-Mobile records confirm that on October 2, 2016, Mr. [redacted] activated four lines of service, and activated a fifth line on October 4, 2016. At the time of activation, Mr. [redacted] agreed to a service agreement for the T-Mobile One for four lines at a price of $180.00, plus $25.00 for his fifth line including applicable taxes. Please note that Mr. [redacted] is currently not enrolled in Autopay and is currently not receiving the $5.00 discount per line on his account. Additionally, Mr. [redacted] was receiving T-Mobile’s 4th Line Free promotion but due to an inadvertent error, the last adjustment Mr. [redacted] received was on December 27, 2016, in the amount of $25.00. Lastly, please be advised that corporate discounts are not compatible with Mr. [redacted]’s rate plan. T-Mobile apologizes if Mr. [redacted] was advised otherwise.
In addition to the service charges, Mr. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering on October 2, 2016, when he purchased two Apple iPhone 6s Plus 16GB devices, a Samsung J7 device, and a Samsung Galaxy On5 device. Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments totaling $70.85. Please note that Mr. [redacted] is receiving promotional credits in the amount of $16.67 monthly which covers the EIP charges for the Samsung J7 and On5 devices.
Additionally, on October 29, 2016, Mr. [redacted] purchased an Apple iPhone 7 device using T-Mobile’s EIP offering. Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments of $27.09 for the device.
In regards to Mr. [redacted]’s concerns regarding his Carrier Freedom reimbursement offer, T-Mobile records confirm that we received Mr. [redacted]’s reimbursement request on April 7, 2017, and a refund in the amount of $474.87 was issued to the billing address on file. Please be advised, in addition to the refund referenced above, on October 15, 2016, and on October 19, 2016, Mr. [redacted] received device trade in credits in the amount of $265.00 each. T-Mobile regrets any delay in this process.
In an effort to amicably resolve this matter, on April 17, 2017, T-Mobile requested that Mr. [redacted]’s account begin to receive the 4th Line Free promotion. Please note it may take two billing cycles for the discount to begin applying. Mr. [redacted]’s expected monthly recurring charges including both his service and EIP charges are estimated to be approximately $261.27 per month. Furthermore, T-Mobile has applied a credit in the amount of $150.00 which represents the previous four months of not receiving the 4th Line Free promotion and an additional two months of the credit. Mr. [redacted]’s account now reflects a remaining balance of $136.27 which represents the remaining charges on the billing statement dated April 3, 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.
Zachary S[redacted] Executive Response

December 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile payment. Our records indicate that on November 27, 2016, Mr. [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $22.51 and December 25, 2016, in the amount of $90.05. It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customer. On December 8, 2016, Mr. [redacted] remitted a cash payment in the amount of $22.51 at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement date. T-Mobile regrets any inconvenience to Mr. [redacted]. On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr. [redacted]’s original form of payment totaling $61.98 which he will receive within three business days. 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

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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated March 24, 2017, regarding the above-referenced account.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number she/he provided and as such, we will not be contacting Mr. [redacted] regarding his/her correspondence to your office. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, she/he may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Brandon M[redacted]
Executive Response

March 8, 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 February 27, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding an Apple iPhone promotion. 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 Executive Response Team.
Starting September 9, 2016, and for a limited time, T-Mobile was offering customers who traded in their fully paid off Apple iPhone device a new Apple iPhone 7 device for free or at a substantial discount when purchased using Equipment Installment Plan (“EIP”). EIP is a 24-month, no interest financing agreement available to qualifying customers with active service. Customers who take advantage of this offer will receive two separate credits, a trade in credit applied to their T-Mobile account, and a monthly promotional credit applied to their EIP for the Apple iPhone 7 device. Please note the trade in device must be in good working condition with the “Find My iPhone” feature disabled in order to qualify for the promotion.
T-Mobile records indicate on September 12, 2016, Mr. [redacted] took advantage of this promotion with the purchase of an Apple iPhone 7 device for his line ending in 4480. Mr. [redacted] indicated he would be trading in his fully owned Apple iPhone 5s device. Regrettably, upon receipt of Mr. [redacted]’s Apple iPhone 5s device, it would not power on causing Mr. [redacted] to not receive the above promotion. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this promotion.
In an effort to amicably resolve this matter, T-Mobile ended the EIP for Mr. [redacted]’s Apple iPhone 7 device for his line ending in [redacted] by creating a charge of the remaining amount owed of $218.73 and he will no longer see the monthly equipment charges. T-Mobile issued a credit of the same amount to offset this charge. Additionally, T-Mobile issued a credit in the amount of $150.00 for the previous months Mr. [redacted] paid the monthly equipment charges. These credits impacted the balance on the account and leave a credit balance in the amount of $368.73 which will apply to future billing statements. 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.
Jennifer G[redacted] Executive Response

December 28, 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 December 14, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] may have experienced. T-Mobile records indicate that Ms. [redacted] was sent a billing statement dated August 19, 2016, in the amount of $646.15 which consisted of a past due balance of $254.01 as well as prorated monthly recurring charges from August 20, 2016, through September 19, 2016, and a restore from suspension fee of $20.00 plus taxes per line of service. Please note that Ms. [redacted]’s payment of $428.96 on August 17, 2016, was reflected in the total balance due. Regretfully, Ms. [redacted]’s payment of $428.96 was returned from her financial institution for insufficient funds. Further, Ms. [redacted] was sent a billing statement in the amount of $1,225.11 which consisted of a past due balance of $957.25, which was inclusive of the returned payment of $428.96, monthly recurring charges from September 20, 2016, through October 19, 2016, of $267.86, credits issued for restore from suspend fees assessed on the previous billing statement, as well as a returned payment fee of $30.00, with a due date of October 12, 2016. T-Mobile records indicate that Ms. [redacted] contacted our Customer Care on September 23, 2016, and payment arrangements were made with regards to her outstanding balance, and agreed to two installments; $200.00 on October 7, 2016, and $425.11 on October 21, 2016. Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. Additionally, please note that our records indicate that Ms. [redacted] remitted a payment of $600.00 on the same date. On October 4, 2016, Ms. [redacted] was sent a reminder of her upcoming payment; however, on October 7, 2016, Ms. [redacted]’s payment of $200.00 was declined by her financial institution. On October 8, 2016, Ms. [redacted] contacted our Customer Care regarding her declined payment. As a courtesy, T-Mobile placed a collections hold on her account through October 19, 2016, and was advised to make a payment of $200.00 to satisfy the agreed payment arrangement. Regretfully, a payment was not received, and the payment arrangement was cancelled. Please be advised that Ms. [redacted]’s account was not suspended at this time, as a collection hold was still in effect, through October 19, 2016. Ms. [redacted] was sent a billing statement in the amount of $884.76, which consisted of a past due balance of $623.05, monthly recurring charges from October 20, 2016, through November 19, 2016, as well as adjustment for taxes in the amount of $2.09, with a due date of November 11, 2016. Further, Ms. [redacted]’s account was suspended for non-payment on October 21, 2016. On the same day, our records indicate Ms. [redacted] contacted our Customer Care, and remitted a payment of $50.00 towards her past due balance, and agreed to a payment arrangement in regards to the remaining past due balance on her account of $572.99. Our records indicate Ms. [redacted] agreed to two installments; $285.49 on November 4, 2016, and $285.50 on November 18, 2016. On November 4, 2016, Ms. [redacted]’s payment arrangement was declined by her financial institution. On November 6, 2016, Ms. [redacted] remitted a payment in the amount of her agreed upon payment arrangement of $285.49. Regretfully, this payment was also returned by financial institution. Ms. [redacted] was sent a billing statement in the amount of $1,224.59, which consisted of a past due balance of $832.70, monthly recurring charges from November 20, 2016, through December 19, 2016, restore from suspend fees of $20.00 per line for the restore date of October 21, 2016, and a returned payment fee of $30.00, with a due date of December 12, 2016. On November 20, 2016, Ms. [redacted]’s payment arrangement failed, as her second installment of $285.50 was declined by her financial institution. As such, Ms. [redacted]’s account was suspended. As a courtesy, after speaking to Ms. [redacted] on December 16, 2016, T-Mobile credited the account $80.00 for the suspension of service in October. Additionally, T-Mobile agreed to place a collection hold through December 30, 2016, and Ms. [redacted] agreed to make a payment of $112.90 on or before that day. Provided the payment agreement is upheld by the agreement date, T-Mobile will continue to work with Ms. [redacted] regarding her account balance. T-Mobile regrets any billing concerns Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I do not believe this response it acceptable. T-Mobile responds that allocating money taken from my account without authorization to my postpaid phone account is recovery.  T-Mobile also believes they have extended a courtesy by crediting my account I have a store reps signature saying I would be refunded if returned, regardless of the fact that it was on a prepaid account. T-Mobile has also confirmed they did not have any record of me canceling auto pay when I spent an hour on the phone to get it cancelled. This is quite disturbing. Initial response from T-Mobile was dishonest and it came from a representative of the executive office. At this point I have lost all confidence in the integrity of this company. It is a shame that this is how T-Mobile treats a customer of over 10 years.That being said, thank you for crediting the money you took from me and the money owed me to my account. It saved me the trouble of paying it directly.
Sincerely,
[redacted]

Revdex.com:
I appreciate that very much! Thank you for your help I would just like to be treated as a valuable customer given my length of services with T-Mobile. I appreciate all you have done. I can close this matter being very satisfied and will hopefully put this behind us. 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]

January 26, 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 17, 2018, regarding the above-referenced account. We are pleased to advise that we have resolved Mr. [redacted] concerns to his satisfaction.T-Mobile regrets any inconvenience to Mr. [redacted] due to the delay of his insurance claim with Assurant.  It is important to note that the handset in question is covered by insurance from Assurant Solutions, Inc. (“Assurant”).  As such, any questions regarding insurance claims must go through Assurant, who may be contacted directly at 1-866-866-6285 or online at www.myphpinfo.comReview of Mr. [redacted]’ account however, shows that on January 12, 2018, Mr. [redacted] opened a claim with Assurant.  Please be advised that T-Mobile does offer loaner handsets so that our customers are not without a phone, regrettably Mr. [redacted] did not take advantage of the loaner program.  Additional records show that on January 17, 2018, Mr. [redacted]’ replacement device was delivered to him via FedEx tracking number [redacted].  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.  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.Michelle S[redacted]Executive Response

September 2, 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 August 27, 2015, regarding the above-referenced account. T-Mobile regrets that Mr. [redacted] is dissatisfied with our previous response, as well as any inconvenience he may have experienced in regards to his account and billing. As stated in our August 24, 2015 response, our records confirm that as of August 25, 2014, Mr. [redacted] had six lines of service with total monthly access charges of $144.99 before taxes. T-Mobile records also confirm that Mr. [redacted] had several open Equipment Installment Plans (EIPs) for handsets purchased, with total monthly installments of $41.79. Upon a review of Mr. [redacted]’s concerns regarding payments to his account, our records do not indicate that any duplicate payments were processed. Mr. [redacted]’s statement dated October 25, 2015, was in the amount of $221.03, and our records confirm that Mr. [redacted] remitted a payment for this balance via a cash payment in a retail location on October 31, 2015. Mr. [redacted]’s November 25, 2014, statement was in the amount of $221.03, for which a cash payment was remitted in a retail location on December 2, 2014. Mr. [redacted]’s December 25, 2014 statement was in the amount of $221.03, and a cash payment for this balance was remitted in a T-Mobile retail location on January 5, 2015. A payment of $221.21 was remitted on February 4, 2015, for the January 25, 2015 statement via a cash payment in a retail location, and a payment of $221.43 was remitted on March 3, 2015, for the February 25, 2015 statement, via a cash payment in a retail location. Mr. [redacted]’s March 25, 2015, statement was in the amount of $221.46. Please note that due to an inadvertent error, the charges for this billing statement did not post to Mr. [redacted]’s account until March 28, 2015. As stated in our previous response, Mr. [redacted] remitted a payment of $502.29 on March 27, 2015, to close out his EIPs. Mr. [redacted] cancelled his service on March 28, 2015, when he ported his numbers to another provider. Pursuant to T-Mobile policy, as Mr. [redacted] ported his number out mid billing cycle, he was billed through April 24, 2015. As such, his April 25, 2015, statement was in the amount of 178.93. As such, the final balance owed on Mr. [redacted]’s account following his cancellation was $400.39. However, as stated in our August 24, 2015 response, a credit of $178.93 was issued to Mr. [redacted]’s account on August 21, 2015, for the April 25, 2015 statement. This left a balance owed of $221.46, for monthly access charges, taxes, and EIP installments on the March 25, 2015 billing statement. It remains T-Mobile’s position that these charges are valid. Please note that T-Mobile recently reviewed Mr. [redacted]’s account as a part of our Premium Third-Party Services refund program. Our review determined that Mr. [redacted] qualified for $212.98 in Premium Third-Party service charges. As Mr. [redacted] had a balance owed, this amount was applied to his account as a credit, leaving a balance of $8.48. In an effort to amicably resolve Mr. [redacted]’s concerns, on September 1, 2015, T-Mobile issued a credit to his account in the amount of $8.48. Mr. [redacted]’s account remains closed, with a zero balance. Additionally, 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 regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Abigail was not unsuccessful with anything. I tried calling her back 9 times and always got her voicemail. I left 7 messages and never received a return call. She only ever called me during work and I can't answer the phone at work. I should have been able to return my phone with no hassle and was not. She never resolved any of my issues. And I don't understand why Tmobile can't guarantee coverage. I was never able to reach Abigail and I feel like I was being avoided. Nothing was resolved because I was unsuccessful in reaching her 9 times. I attached a screenshot to prove my case.
Sincerely,
[redacted]

Tell us why here...
January 19, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 19, 2018, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] experienced with his handset purchase and we appreciate the opportunity to respond. On December 18, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone X 64GB for the line ending [redacted]. Mr. [redacted] was asked to make a down payment in the amount of $413.47 and agree to a series of 24 monthly installments in the amount of $27.57.
On December 20, 2017, T-Mobile records confirms, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note 8 64GB line ending [redacted]. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $355.98 and agree to a series of 24 monthly installments in the amount of $22.68.
Due to an inadvertent error, Mr. [redacted]’s original order was never fully processed. Please note, on January 9, 2018, Mr. [redacted] received a full refund. However, on January 12, 2018, T-Mobile placed another for Mr. [redacted] wherein he was required to agree to the EIP terms and conditions via email, regretfully the agreement was not signed within the 48 hour time frame which resulted in the order being cancelled. Finally, on January 17, 2018, T-Mobile re-ordered the handsets and Mr. [redacted] was instructed to accept the EIP terms and conditions via email.
In an effort to amicably resolve this matter, on January 17, 2018, T-Mobile applied a bill credit of $157.57 representing the balance on Mr. [redacted]’s December 19, 2018, billing statement. This credit brought the account balance to zero. In addition, T-Mobile will apply a bill credit of $377.00 at the time the handsets are activated. 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 [redacted]