T-Mobile Usa Inc

March 18, 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 March 5, 2016, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that Ms. [redacted] has been designated as an authorized user of the account. T-Mobile regrets the concerns Ms. [redacted] experienced with her device and the unexpected out-of-warranty fee. T-Mobile records confirm that on Ms. [redacted]’s billing statement dated February 24, 2016, her account was billed an out-of-warranty fee totaling $434.40 including taxes. T-Mobile records reflect that on January 18, 2016, Ms. [redacted] completed a handset exchange for her non-working device under the terms of the Limited Warranty guidelines. Upon receipt of Ms. [redacted]’s non-working handset we examined it and it was found to have sustained damage to the LCD screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee should have been read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the user’s manual and in the material that accompanies the replacement handset. Further review confirms that on March 4, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, Customer Care issued a one-time courtesy credit in the amount of $434.40. Ms. [redacted]’s account currently reflects a credit balance in the amount of $490.73. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:Even though I should have purchased directly from T-Mobile, their associates should have stated that even though the phone is payed off they will still block the phone if an account isn't paid off. Therefore T-Mobile miss lead me and could have resolved the issue but they are not willing to help in any way. When talking with the associate I got the excuse I'm sorry but there's nothing I can do. T-Mobile could unblock the phone and go after the people who's account is over due but in stead they want to block a phone that's paid off and not help. 
Sincerely,
[redacted]

July 24, 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 15, 2015, regarding the above-referenced account. T-Mobile records indicate that Ms. [redacted] activated her T-Mobile account on March 28, 2014, with mobile number ending in [redacted] and elected T-Mobile’s No-Credit Check postpaid service. These rate plans offered an option to customers who did not want a credit check or are required to pay a high activation service deposit. As Ms. [redacted] activated service under a No-Credit Check rate plan, T-Mobile did not have Ms. [redacted] social security number. T-Mobile records confirm that Ms. [redacted] canceled her account on June 23, 2015, when she ported her mobile numbers to another service provider. Ms. [redacted] billing cycle ran from the 20th of one month to the 19th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through July 19, 2015. Please note that at the time Ms. [redacted] canceled her service, her T-Mobile account reflected a balance in the amount of $54.49 due by June 29, 2015, which consisted of Ms. [redacted] service charges for the periods from May 20, 2015, to June 19, 2015. It is important to note that the collection notice Ms. [redacted] mentioned in her correspondence to your office was from an internal collection effort. Please note that Ms. [redacted] account has not being transferred to a third party collection agency. Further review confirms that on July 13, 2015, Ms. [redacted] made a payment in the amount of $54.49. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile will follow up with Ms. [redacted] account on Tuesday July 28, 2015 and issue a credit to the account for Ms. [redacted] final service charges for the periods from June 20, 2015, to July 19, 2015. 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. Maggie R[redacted] Executive Response

December 5, 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 29, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her recent handset purchase. T-Mobile records indicate that on August 28, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 7 64GB Blue handset. 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. Ms. [redacted] was asked to make a down payment in the amount of $69.99 and she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.50, which will appear on the first bill following the purchase of the device. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. T-Mobile records confirm that Ms. [redacted] processed her return on September 19, 2016, and was refunded $89.60. On October 7, 2016, Ms. [redacted] was credited $651.65 to her account. The credit applied towards Ms. [redacted]’s balance due October 19, 2016. T-Mobile records show that on October 26, 2016, Ms. [redacted] agreed to start a new EIP for another Samsung Note 7 64GB handset. In late September of 2016, Samsung announced the discontinuance of the Samsung Note 7 and Ms. [redacted] was required to return the second Samsung Note 7 she purchased on EIP. As a courtesy, T-Mobile closed out the EIP associated with the defective handset and brought that balance to zero. Ms. [redacted] then selected a different handset, the Samsung Galaxy S 7. Our records confirm that on November 13, 2016, T-Mobile applied a credit to the account in the amount of $922.24 for the remaining balance that Ms. [redacted] was owed. A refund request was submitted but later denied as the refund would need to be done at the point of sale. However, Ms. [redacted] has not paid the balance for her October 27, 2016 or November 27, 2016, billing statements which total $350.52, therefore her account only reflects a credit balance of $571.72. Nevertheless, as we want to ensure that our customers are provided the best experience possible, on December 3, 2016, T-Mobile offered to refund the credit balance of $571.72 to Ms. [redacted] plus an additional $288.23 for a total of $859.95 leaving Ms. [redacted]’s with a zero balance. Ms. [redacted] has agreed and accepted the refund offer. 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

September 22, 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 September 17, 2016, regarding the above-referenced account. T-Mobile regrets any concerns that Mr. [redacted] experienced in regards to T-Mobile’s recent promotions. From August 5, 2016, through August 18, 2016, T-Mobile’s Samsung Tab E or Tab A On Us promotion was available to customers who purchased an eligible Samsung smartphone on Equipment Installment Plan (“EIP”), and a Samsung Tab E or Tab A on EIP with a 1 GB or higher Mobile Internet (“MI”) plan. Customer who qualified would receive a monthly EIP bill credit for the full cost of the tablet. On August 7, 2016, Mr. [redacted] initiated an order for a Samsung Galaxy S6 Edge on his T-Mobile phone number ending in [redacted] via his myT-Mobile.com at full retail cost. We have no record of Mr. [redacted] purchasing a Samsung Tab E or Tab A and Mr. [redacted] does not have, nor did he add a mobile internet line on his account. Based on the above, it is T-Mobile position that when Mr. [redacted] purchased his above mentioned Samsung Galaxy S6 Edge, at full retail cost he did not meet the eligibility requirements to qualify for the Samsung Tab E or Tab A On Us promotion. On September 21, 2016, T-Mobile contacted and spoke with Mr. [redacted] in regards to his correspondence and extended an offer to send him a new Samsung Galaxy Tab 10.1 (T859) from our inventory in an effort to amicably resolve his concerns. Mr. [redacted] accepted the above offer. 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. Alexander A[redacted] Executive Response

Date Sent: 8/4/2017 4:58:49 PMAugust 4, 2017 FILED ELECTRONICALLY Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 June 24, 2017, 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]’ concerns within this letter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care and Executive Response Team.  T-Mobile regrets to hear of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission.  As stated in our correspondence to your office under file number [redacted], T-Mobile was not able to locate Ms. [redacted]’s Carrier Freedom submission.  Nevertheless, in an effort to amicably resolve this matter T-Mobile has agreed to honor the full terms of the Carrier Freedom offer.  Ms. [redacted] will need to provide an unaltered copy of the final billing statement reflecting the early termination fee incurred with her previous carrier to [redacted]@T-Mobile within 30 days of this letter.  T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].  Very truly yours, T-MOBILE USA, INC. Abigail [redacted]Executive ResponseTell us why here...

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.   However, I do object to the following:- No record of my calling to cancel my subscription in November --- while I wish I had made written account of the CS agent I spoke to, I did attempt to cancel it over the phone after discovering I could not do so online (so I just opted for the minimum possible for the interim).- I did not receive a bill from T-Mobile from November until April; therefore, I could not have disputed the charges within 60 days as prescribed.  Had I actually been notified timely, we would not have arrived at this situation.  It also does not account for the fact they do have a record of my 2nd attempt to cancel the account in April and the CS agent either did not perform the cancellation correctly (resulting in the additional billing of $32.95) or they lied to me (unintentionally or not) when they said I did not owe any further money.I do appreciate the generosity of the reimbursement ($100 instead of the $72.95 owed), but the entire ordeal leaves a bad taste in my mouth -- and T-Mobile's written response further sours it.  The written response does not reflect the highly apologetic and courteous phone call I received to negotiate the settlement.  It's a shame they had to undo the good that Juan B[redacted] (Specialist, Executive Response) did in his call to me. Juan B[redacted]Specialist, Executive ResponseJuan B[redacted]Specialist, Executive Response
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] And [redacted]

August 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 24, 2016, regarding the above-referenced account. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider. We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. Along with other qualifying rules, in order to qualify for Contract Freedom, customers must return the handset they used with their prior carrier to T-Mobile. Our records indicate that Mr. [redacted] did not return the handset he used with his prior carrier and as a result he did not receive his ETF reimbursement. T-Mobile regrets any inconvenience this caused Mr. [redacted]. In an effort to reimburse the entire amount Mr. [redacted]’s was assessed from his previous carrier, T-Mobile offered to refund $368.93 in the form of a Pre-paid debit card. Mr. [redacted] accepted this as a full resolution to his concerns. Mr. [redacted] should expect to receive this refund within seven to ten 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

November 25, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 15, 2016, regarding the above-referenced account. 
 
We are sorry to hear that Ms. [redacted] had any concerns regarding her most recent purchase. Our records reflect that Ms. [redacted] went to a T-Mobile store to activate a Samsung Note 4 purchased through a third party. Unfortunately our records show that Ms. [redacted]’s Samsung Note 4 was International Mobile Equipment Identifier (“IMEI”) blocked, preventing her from being able to use the phone on T-Mobile’s network. T-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. 
 
We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay, Amazon, or Craigslist, may be blocked on our network based upon its history.  Therefore, on November 14, 2016, Ms. [redacted] was offered and took advantage of our 2016 Fall LG Smartphone Offer with a purchase of a Stylo2 Plus. The promotion started on October 21, 2016, and for a limited time, customers who signed up for the new T-Mobile ONE plan and purchase a qualifying LG device through our Equipment Installment Plan (“EIP”) could receive a discount on the device via EIP bill credits. Ms. [redacted] changed her plan to the T-Mobile ONE plan effective November 5, 2016.
 
Hence based on the promotion, Ms. [redacted] was not required to make a down payment; however, she agreed to pay $40.28, which was for the taxes on the full retail price in the amount of $18.72 and the upgrade support fee of $21.56.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00, which will appear on the first bill following the purchase of the device. In addition and as part of the promotion, Ms. [redacted] will then receive a monthly EIP bill credit in the amount of $7.92 per month, for a total of $190.08 over the 24 months, leaving the total price of the Stylo Plus2 at just $50.00 plus taxes and fees. We apologize if Ms. [redacted] was not thoroughly advised of the promotion details and upfront cost.
 
It is important to note, that the time of Ms. [redacted]’s purchase of a new handset, T-Mobile provides a 14 day return period which allows Ms. [redacted] to use the equipment to see if it meets her needs.  If the equipment or the terms are not acceptable, Ms. [redacted] can return to the original point of sale for a refund or exchange. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed.  This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com.  As stated in our Return Policy:
 
“You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).” 
 
Based upon the above and although, it is our position that a restocking fee will be assessed when Ms. [redacted] returns her device, as a courtesy, we have issued a one-time credit of $50.00 to her account for reimbursement for the cost to return the Stylo Plus 2. Additionally, on November 18, 2016, T-Mobile offered Ms. [redacted], the opportunity to change her plan back to her original plan of the Simple Choice 4 lines for $120.00 with 6GB of data plan and provide her with a Samsung On5 or LG K7 at no cost to her based on the 2016 Summer Smartphone on us and Best Family Plan with Samsung Galaxy offer available for her rate plan selection. Ms. [redacted] accepted our offer for the Samsung On5 and her plan was changed effective November 5, 2016, and considers this matter resolved to her 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

Revdex.com:Tried contacting [redacted] # to confirm that my acceptance of their offer of $384.99 as bill credit but seems our schedule could not match.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
Date Sent: 5/3/2017 9:32:03 AMComplaint: [redacted]I am rejecting this response because:no explanation was given on why my bills have been different the past few months,. Also the LGv20 offer was sopposed to be all of the installment plan payment not just some of it, if the LGv20 is 30 a month and I am only getting only 24 credit Tha it is not free like the offer advertised. Also the billing is wrong with the apple iPhone se at 15 a month and the HTC and ZTE 12 that's$27 my plain is is $100 a month plus $27 the other two lines are sopposed to be free so at the most my bill should be no more than $127 plus taxesSincerely,[redacted]

April 14, 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 a letter dated April 1, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his handset purchases. T-Mobile records confirm that on December 26, 2016, Ms. [redacted] activated a postpaid account with four voice lines of service on the T-Mobile ONE rate plan. Ms. [redacted] also qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung J7 handsets. Although Ms. [redacted] was not required to make a down payment, she agreed to a series of 24 monthly installments of $10.42 per handset.
Additionally, on the same day, Ms. [redacted] utilized T-Mobile’s EIP offering with the purchase of two Samsung Galaxy S7 Black handsets with 32GB of memory. Ms. [redacted] was not required to make a down payment, however, she agreed to 24 monthly installments of $28.75 per handset.
It is important to note that from December 22, 2016, through December 31, 2016, eligible customers who purchased a qualifying Samsung Galaxy phone on EIP and activate a new line on T-Mobile ONE or Simple Choice Unlimited Talk and Text rate plan with unlimited high speed data, could get a second qualifying Samsung Galaxy phone for free after rebate.
Records confirm that Ms. [redacted]’s account qualified to receive the rebate for both purchases; however, due to an inadvertent error, as Ms. [redacted] paid the remaining EIP balances in full on January 13, 2017, a rebate was not mailed to Ms. [redacted]. Nevertheless, in an effort to amicably resolve the matter, on April 13, 2017, T-Mobile issued a rebate in the amount of $939.98, in the form of a prepaid refund card, to Ms. [redacted]’s billing address on file. Ms. [redacted] may expect receipt of the card within ten business days from the date of processing. Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below.
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.
Diana J[redacted] Executive Response

June 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 30, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Executive Response team.
T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. Our records confirm that Ms. [redacted] activated her account on December 12, 2009, and as of January 16, 2017, had four active lines of service. On February 19, 2017, Ms. [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $130.00 monthly for the first two lines of service, and $25.00 monthly for each of the two additional lines of service. Ms. [redacted]’s line of service ending in [redacted] was subscribed to Name ID at $4.00 monthly, JUMP! handset protection at $12.00 monthly, and our Stateside International Discounted Dialing at $15.00 monthly. The line of service ending in [redacted] was subscribed to Name ID at $4.00 monthly as well as JUMP! handset protection at $12.00 monthly. Ms. [redacted]’s line of service ending in [redacted] was subscribed to JUMP! handset protection at $12.00 monthly, as well as Stateside International Discounted Dialing at $15.00 monthly. Finally, the line of service ending in 7435 was subscribed to Stateside International Discounted Dialing at a promotional rate of $10.00 monthly. As such, Ms. [redacted]’s monthly access charges were $264.00.
On October 27, 2016, Ms. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 7 Plus handset. Ms. [redacted] remitted a down payment in the amount of $149.99, and agreed to 24 monthly installments in the amount of $30.00 for the remaining balance. Ms. [redacted] used our EIP program once again on January 16, 2017, to purchase a Samsung Galaxy ON5 handset. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $6.00. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
Our records confirm that Ms. [redacted] cancelled her account on April 9, 2017, when she ported all four of her numbers to another provider. At the time of cancellation, the account reflected a balance owed in the amount of $194.72. As Ms. [redacted] had active EIPs at the time of cancellation, the remaining balances were assessed to the final billing statement. Ms. [redacted]’s final billing statement was dated April 19, 2017, and was in the amount of $983.53, for monthly access charges, and the remaining handset EIP balances. This brought the balance owed on the account to $1,178.25. On May 16, 2017, T-Mobile issued credits to the account in the amount of $87.46, to prorate the monthly access charges. On May 18, 2017, Ms. [redacted] remitted a payment in the amount of $200.00, which reduced the balance owed to $890.79. Based on the above, it is T-Mobile’s position that the balance is valid and owed.
However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile is offering to allow her to return the Apple iPhone 7 Plus and Samsung Galaxy ON5 handsets to our office in good working order, and upon receipt and inspection, T-Mobile will close the account with a zero balance. The handsets can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Chris P[redacted]
c/o Executive Response
P.O. Box 37380
Albuquerque, NM 87176
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. T-Mobile requests that Ms. [redacted] return the handsets to the address above no later than June 15, 2017, to accept his offer as resolution to her concerns. T-Mobile regrets any inconvenience 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.
Chris P[redacted]
Executive Response

April 6, 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 March 27, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding a handset order and billing. Please be advised that on December 30, 2016 a handset replacement was ordered for Ms. [redacted]’s non-working handset, and it was shipped to her on December 31, 2016.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.    T-Mobile records indicate that that the replacement handset was received at T-Mobile’s return warehouse on January 17, 2017. Due to an inadvertent error, Ms. [redacted] was charged $849.73 for a non-return fee and applicable taxes on February 15, 2017.    Please be advised that on March 24, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $849.43 for the return fee and applicable taxes. Additionally, on March 28, 2017, T-Mobile canceled Ms. [redacted]’s account pursuant to her request. Furthermore, T-Mobile has applied credits totaling $501.95 on March 28, 2017 and April 4, 2017 for monthly service charges, a payment processing fee, and equipment lease charges plus applicable taxes bringing the account to a zero balance. Finally, T-Mobile will follow up on Ms. [redacted]’s final billing statement to ensure the account remains closed with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].     Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response

December 19, 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 December 6, 2017, regarding the above-referenced account.
T-Mobile is sorry to have lost Mr. [redacted] as a customer and we regret hearing of his concerns with his T-Mobile account final balance and status. Please be assured that we make every effort to provide complete and accurate information to our customers and we apologize if Mr. [redacted] feels that this was not his experience.
T-Mobile records confirm that Mr. [redacted] canceled his T-Mobile account on July 13, 2016, when he ported his mobile number to a different service provider. Mr. [redacted]’s billing cycle ran from the 21st of one month to the 20th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through July 20, 2016.
Mr. [redacted]’s final billing statement dated July 21, 2016, reflected a balance in the amount of $105.18 which consisted of monthly service charges for the billing period from June 21, 2016, to July 20, 2016. Due to non-payment, on October 19, 2016, the account was transferred to third-party collection agency, Convergent Outsourcing Inc., and a collection fee in the amount of $26.30 was assessed to the account updating the balance to $131.48. Our records confirm that Mr. [redacted] paid this balance in full on November 28, 2017, updating the collection status to “paid in full”.
Upon review of the account and Mr. [redacted]’s, correspondence, and in an effort to amicably resolve this matter, on December 14, 2017, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience to him.
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

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

receipt of your correspondence dated October 14, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets that Ms. [redacted] has had past issues with T-Mobile and that she is currently experiencing issues with her Samsung Galaxy Note Edge device. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note Edge handset on May 27, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. On September 9, 2016, Ms. [redacted] contacted T-Mobile as she was experiencing issues with her Samsung Galaxy Note Edge. T-Mobile processed a handset exchange after troubleshooting the handset. Unfortunately, Ms. [redacted]’s specific device, the Samsung Galaxy Note Edge was not available at the time of the exchange, so T-Mobile sent Ms. [redacted] a comparable device, which was the Samsung Galaxy Note 5 device. On September 20, 2016, Ms. [redacted] contacted T-Mobile’s Customer Care after receiving the Samsung Galaxy Note 5 to report that she would rather T-Mobile send her the same make and model she initially had. T-Mobile processed another handset exchange for the Samsung Galaxy Edge device, however another Samsung Galaxy Note 5 was sent to Ms. [redacted], based off of availability. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contacts with our Customer Care team. Ms. [redacted] references in her correspondence that she had multiple billing issues with T-Mobile. T-Mobile’s Executive Office was able to determine that the billing issues Ms. [redacted] was experiencing were with regarding the mobile number ending in 9734. Ms. [redacted] advised that this mobile number was not to be active on her account and she requested all charges associated with the mobile number to be removed. Our records reflect that the mobile number ending in [redacted] was activated on September 19, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile’s Executive Office has cancelled the mobile number ending in 9734, effective immediately, adjusting all charges associated with the mobile number which totaled $29.90. In addition, T-Mobile has agreed to send Ms. [redacted] a Samsung Galaxy Note Edge device directly from our office in exchange for the non-working Samsung Galaxy Note Edge which is to be returned to our office. Ms. [redacted] has been instructed to return her non-working handset directly to my attention at: Executive Response Attention: Lupe C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Finally, as Ms. [redacted] was experiencing issues with receiving her Samsung Galaxy Note Edge and with her billing, T-Mobile has offered to adjust Ms. [redacted]’s past due account balance which totaled $192.68. This credit has updated the account balance to $288.09, which is due on November 3, 2016. Ms. [redacted] has accepted this as a resolution to all concerns referenced in her correspondence. 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. Lupe C[redacted] Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding an account activated in her name. 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 department.
On December 8, 2016, the above-referenced account number was created and Ms. [redacted] is listed as the billing responsible party. T-Mobile records indicate the first call we received regarding this account was January 29, 2017. T-Mobile filed an incident report so our Fraud Management could further review the account. On January 30, 2017, the account was cancelled for non-payment. T-Mobile regrets the account was not cancelled when Ms. [redacted] first contacted our Customer Care department. On February 23, 2017, another incident report was filed so our Fraud Management could again further review the account.
Our Fraud Management determined the account was not activated using Ms. [redacted]’s social security number and no equipment was purchased at the time of activation. Our Fraud Management recommended all charges be removed from the account. Please note our Fraud Management will review account concerns but will not make any adjustments to the account. As a result, on March 12, 2017, the account was referred to a third party collection agency for a balance in the amount of $190.59. It is important to note since the account was not activated using Ms. [redacted]’s social security number, the account will not reflect negatively on her credit report. T-Mobile regrets any delay in providing Ms. [redacted] the results of our review.
On March 29, 2017, T-Mobile ensured all charges were removed from the account. The account remains closed with a zero balance. In an effort to amicably resolve this matter, T-Mobile offered Ms. [redacted] a credit in the amount of $180.00 on her active T-Mobile account for the inconvenience. Ms. [redacted] indicated she will consider our offer and contact me within 14 days from the date of this correspondence should she wish to accept this offer. T-Mobile respectfully declines Ms. [redacted]’s request for further compensation on this matter and we regret any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted] Executive Response

Revdex.com:I disagree with the rationale and conclussion made by T-Mobile; however, I have reviewed the response made by them in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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

receipt of your correspondence dated June 9, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets Ms. [redacted]’s concern regarding her JUMP! On Demand (“JOD”) promotional credits not being applied to her account and we appreciate the opportunity to address her concerns. Please note that the JOD Amped Apple iPhone 6 promotion, offered a $12.00 per month bill credit toward the $27.00 JOD lease payment for the 18 month term of the lease. It is also important to note that the promotion required a smartphone trade-in for eligibility. Ms. [redacted] confirms that she did not trade-in any handsets when she purchased her two Apple iPhone 6 handsets with JOD thus making her ineligible for the $12.00 per month bill credit. Nevertheless, T-Mobile has manually applied account credits totaling $276.77 toward the first 10 lease payments for the handsets. In an effort to resolve this matter amicably, T-Mobile has agreed to apply a $27.00 manual account credit on the June 22, 2016, through the January 22, 2017 billing statements toward the remaining 8 lease payments. Ms. [redacted]’s monthly recurring charges, JOD lease payments and applicable taxes are estimated to total $163.04 each billing cycle. The account currently has a credit balance of -$54.00. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her 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. Pancho Q[redacted] Executive Response