T-Mobile Usa Inc

August 1, 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 23, 2017, regarding the above-referenced account. As your office is aware, [redacted] is designated as an authorized user of the above-referenced account. T-Mobile has attempted to contact Mr. [redacted] which has proven unsuccessful.
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]’ recent contact with our Executive Response Team.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding our previous response to your office regarding the above file number. Please be advised that Mr. [redacted] may request that the refund card sent to him on April 4, 2017, be converted to a paper check or electronic funds transfer by contacting Citibank, the issuer of the card. Instructions are provided with the card explaining how to request a paper check.
It is important to note that T-Mobile has contacted Mr. [redacted] on several occasions which have proven unsuccessful on the following dates:
• April 14, 2017;
• April 18, 2017;
• June 27, 2017;
• June 30, 2017;
• July 18, 2017;
• July 20, 2017;
• July 21, 2017; and
• August 1, 2017
To amicably resolve this matter, on August 1, 2017, T-Mobile offered Mr. [redacted] (via email) to refund him a total of $382.00 within one to three business days to his financial institute, provided that he contact me within 30 days of this letters date, at the number provided below, with his bank account information that is needed for a money transfer to that account.
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the Revdex.com watching for businesses that pray on people for profit. Business can almost be criminal these days. Thank you thank youSincerely, [redacted]

September 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account. Please note that T-Mobile has been unsuccessful in contacting Ms. [redacted]. As such, we will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her account billing and handset lock concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records indicate that on November 26, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Tone Pro headset, an LG Stylo 2 Plus handset, an LG DualPro case, and a ZTE ZMax Pro 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. It should be noted that Ms. [redacted] was required to remit a down payment in the amount of $34.99 for her headset, $132.00 for her handset, $14.99 for her case, and $96.00 for her ZTE handset; further, Ms. [redacted] agreed to a series of 24 monthly installments in the amount of $1.46, $4.50, $0.63, and $3.50 respectively. Pursuant to the terms of the EIP, should an account be cancelled prior to the EIP balance being met, any remaining EIP balance will accelerate and become due in full on the final billing statement.
Upon further review of Ms. [redacted]’s account balance, our records reflect that her final billing statement produced on May 4, 2017. Our records confirm that this billing statement carried a total balance due of $582.07. Please be advised that $396.48 was considered past due and was for service charges prior to May 4, 2016. Ms. [redacted] was assessed $191.53 in current statement charges for accelerated EIP. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by May 25, 2017.
With respect to Ms. [redacted]’s concerns related to handset blocking, it should be noted that if an account is cancelled, and balance remains outstanding with respect to EIP, then the associated IMEI number of the handset(s) in question may be blocked, until the terms of the EIP are met. Accordingly, on April 14, 2017, Ms. [redacted]’s IMEI numbers for her aforementioned handsets were blocked for non-payment.
After Ms. [redacted]’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact her in an effort to resolve her outstanding balance. As T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Ms. [redacted]’s account was referred to a third-party collection agency, Amsher Collection Services (“Amsher”), for further collection efforts.
Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
Although it is T-Mobile’s position that Ms. [redacted]’s account balance is valid and owed, on September 27, 2017, T-Mobile reduced Ms. [redacted]’s outstanding balance to $191.53, representing the amount due for her accelerated EIP, via the issuance of a one-time $390.54 courtesy credit. It should be noted that this action was performed as a gesture of good faith to Ms. [redacted]. As of the date of this letter, Ms. [redacted]’s account remains closed with an outstanding $191.53 balance. Ms. [redacted] may contact Amsher at 877-322-9724 to discuss further payment remittance options. Once Ms. [redacted]’s $191.53 balance is satisfied, she may then request the removal of IMEI blocks, and further request that her devices are unlocked should she wish to use them on another service provider’s network.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jason A[redacted] Executive Response

Revdex.com:
Thank you so much your time to review this issue. I would appreciate if T-Mobile investigating and advice to ALL people who working for T-Mobile to be awareness about VRS/TTY etc BUT... the TTY is not exist anymore. My point is, my goal T-Mobile to provide BEST service for people with disability. I would say T-Mobile in 95% of access whatever we need. I hope T-Mobile improve to be 100% as they accept ALL VRS or whatever. Thank you so much and I accepted your considered offer. :) Have a good day!
[redacted]

Revdex.com:
   The issue of billing was resolved. They also allowed my husband to give me access to our account. I would still like my dissatisfaction for their sexism and poor customer service to remain on record as there has been no apology or recognition of error on...

their part.    [redacted]

May 31, 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 19, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concern within this response.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regard to the 2016 September iPhone Trade Up offer. From September 15, 2016, through September 25, 2016, new and existing postpaid customers who traded-in their fully paid off iPhone and signed up for our T-Mobile ONE rate plan could get a new iPhone 7 for free or discounted via bill credits when purchased on an Equipment Installment Plan (“EIP”). It is important to note that the trade in handset determines whether the iPhone is free or discounted.
T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on September 24, 2016. Ms. [redacted] purchased an iPhone 7 32GB device at purchase price of $649.99 plus applicable tax. Ms. [redacted] was not required to remit a down payment; however, she agreed to a series of 24-montly installment payments of $27.09. Please be advised, in order to qualify for the promotional offer customers must meet the eligibility requirements, which include, but are not limited to, customers must own their handset outright and trade it in, in good working condition and it must be received within 14 days of when the customer receives their new device. Our records reflect Ms. [redacted] traded in her paid in full iPhone 5s handset; and agreed to send it to T-Mobile within the allotted timeframe as indicated above.
T-Mobile records confirm Ms. [redacted] activated her iPhone 7 handset on October 8, 2016, and was required to mail in the aforementioned trade in device within 14 days. Regrettably, T-Mobile records reflect the iPhone 5s was received on December 9, 2016, which was after the allotted timeframe allowed causing Ms. [redacted] to be ineligible for the 2016 September iPhone Trade Up offer. In Ms. [redacted]’s correspondence to your office she indicates she was responsible for $200.00 of the aforementioned purchase price of the iPhone 7 handset.
As such, as a goodwill gesture and in an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile closed the current remaining balance on the iPhone EIP which was $433.27 and now reflects a zero balance. In addition, T-Mobile applied an account credit in the amount of $16.72 to cover any excess payments made towards the iPhone EIP; this resulted in a balance of $94.97 which was due on May 25, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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. 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.
Carlos T[redacted] Executive Response

June 20, 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 8, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to non-working handset. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note 4 White handset on May 25, 2015. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records confirm that on April 19, 2016, Ms. [redacted] participated in the Limited Warranty Exchange process. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. T-Mobile records indicate that on May 7, 2016, Ms. [redacted] contacted T-Mobile’s Customer Care department and advised that she had received a device with physical damage to the LCD screen. In an effort to assist Ms. [redacted], a second Limited Warranty Exchange handset was sent to Ms. [redacted]. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. Per policy, Ms. [redacted]’s account was charged an out-of-warranty fee of $435.50. On June 9, 2016, upon speaking with Ms. [redacted], T-Mobile applied a courtesy credit of $435.50 to Ms. [redacted]’s account. Additionally, T-Mobile will allow Ms. [redacted] to return the Samsung Galaxy Note 4 handset within 30 days of this letter, in good working condition, with its associated charger, directly to my attention at: T-Mobile USA, Inc. Executive Response Attention: Diana J[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $320.76 for the handset’s remaining EIP balance. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Additionally, T-Mobile requests Ms. [redacted] include her account information inside the package to ensure the proper credit is applied to her account. Ms. [redacted] has accepted this as a resolution to her 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. Diana J[redacted] Executive Response

August 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

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

of your correspondence dated July 29, 2017, regarding the above-referenced file number. We regret any concerns Mr. [redacted] has regarding his T-Mobile LG G4 handset. Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s International Mobile Equipment Identifier (“IMEI”) number shows the handset as eligible for unlock. Please be advised that Mr. [redacted] has provided T-Mobile with proof of purchase for the LG G4 handset and T-Mobile has whitelisted the IMEI number allowing it be unlocked through the T-Mobile application.
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 P[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:Date Sent: 8/4/2017 5:05:19 PMComplaint: [redacted]I am rejecting this response because:T-Mobile needs to rectify this issue.  We opened an account with them 2/2017. It is now 8/2017 and no refund.  This is the 2nd Revdex.com case and they are certain to make contact when the case is open, but as soon as it's closed, mums the word.  Zero contact.  Zero responses.  This is asinine. If they would like to contact me, they can do so via e-mail as they were previously until the case closed. This is extremely simple.  Refund the amount promised when setting up the account.  Do not deceive your customers.Sincerely,[redacted]

September 14, 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 September 13, 2017, regarding the above-referenced file number.
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 Customer Care team.
Mobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirements. Customers can review these requirements at https://support.t-mobile.com/docs/DOC-1588 which do state that T-Mobile may request proof of purchase prior to approving an MDU request. Upon speaking with Mr. [redacted], T-Mobile has confirmed that the device he wishes to unlock was purchased from a third party. As T-Mobile requires that the device be purchased from an authorized retailer, we are unable to approve Mr. [redacted]’s request. In such instances, T-Mobile refers consumers to the point of purchase and we encourage Mr. [redacted] to continue working with the vendor who assisted in the purchase for 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.
Liana G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
When I called to cancel my account I was told I was not able to get billed right away and that I would have to wait until a certain date then call back and figure out billing issues. I've had nothing but bad experiences with this company. Unfortunately this led to my demise of doing business with them. They so not deserve the rating they are given. When I was called back asking for a resolution I tried to reach a compromise and they said that all they could do was issue me a credit. My time is valuable. All they did was fix their screw up and I got nothing in return. I will be contacting a lawyer and getting this mess resolved. Thank you for your time. 
Sincerely,
[redacted]

March 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 Pre-Paid No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2016, regarding the above-referenced pre-paid mobile number. 
T-Mobile regrets that Mr. [redacted] still has concerns with the refund that was previously approved. 
Mr. [redacted] will receive a refund in the amount of $65.00; this refund should be received by April 1, 2016, which will be 10 business days from the date the request was approved.  If Mr. [redacted] has not received the refund by the end of the day on April 1, 2016, he may contact me on my direct number below and we will track the refund.
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.
Ally Y[redacted]
Executive Response

Complaint: [redacted]
  Dear Ms. [redacted]- I am [redacted] and I am contacting you with an update on a complaint I filed against T-Mobile cell phone company in January. The complaint number is [redacted]. I would like my file updated and available to the public please.   The most recent information that you have from Shannon R[redacted] of T-Mobile speaks of an offer to me of $150 to compensate me for inconvenience. (Please see file for information on the situation.) I did attempt to contact Ms. R[redacted] over and over to speak with her regarding this offer. I called over 10 times and left 6 messages for her. I never received a call back.   This offer seems not to have been a serious offer or surely Ms. R[redacted] or a designee would have had the common courtesy to return my call. At this point, there have been no other communications from T-Mobile and nothing was resolved.   Thank you- [redacted], [redacted]   [redacted]

Revdex.com:
Hi,
 
I recently filed a complaint about T-Mobile not having my device and I need to cancel that since they just now miraculously found my “lost” device. Can you please cancel this? My name is [redacted] and I filed about [redacted].
 
Thanks,
[redacted]

July 25, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 12, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that we spoke to Mr. [redacted] and he confirms that his concerns have been resolved to his satisfaction.
T-Mobile regrets any promotional concerns Mr. [redacted] may have had and we thank him for allowing us the opportunity to address this matter. T-Mobile records confirm that as of July 17, 2017, Mr. [redacted] is subscribed to our grandfathered Simple Choice North America Family Unlimited Talk, Text, and 10GB’s of Data, rate plan, which for $120.00, provides the first two lines of service with unlimited talk, text and 10 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines of service added after the first two are $20.00 each per month.
From May 12, 2017, through May 24, 2017, T-Mobile had an amazing promotion for new and existing customers, such as Mr. [redacted], who purchased a qualifying Samsung Galaxy S8 or Samsung Galaxy S8 plus on an Equipment Installment Plan (“EIP”) offering and activated at least one new line of service on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a Galaxy S8 for free after rebate. Please note the maximum value of the rebate was $750.00 which is the price of the Samsung Galaxy S8. T-Mobile records confirm that some of these requirements were met and others were not such as Mr. [redacted] does not have unlimited high speed data on his above mentioned rate plan.
T-Mobile records indicate on May 18, 2017, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy S8 plus handset for $850.00 per device, with no down payment and monthly installments of $35.42 per month per device for 24 months, for the mobile numbers ending in [redacted] and [redacted].
In effort to amicably resolve Mr. [redacted]’s concerns on July 12, 2017, T-Mobile made a one-time exception and approved Mr. [redacted] for the above-mentioned promotion with his current rate plan. Mr. [redacted] will receive a prepaid card in the amount of $750.00. Please be advised it can take up to 30 days for Mr. [redacted] to receive his prepaid card via U.S. Mail. 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.
Nicole C[redacted]
Executive Response

January 25, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 20, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted], who is listed as an authorized user on Mr. [redacted]’s account and she confirmed that their concerns have been resolved to their satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with the iPhone 7 Trade Up promotion. Between September 9, 2016, and September 25, 2016, T-Mobile offered new and existing postpaid customers the opportunity to trade in their fully paid off iPhone for a discount when purchasing a new iPhone 7. In order to be eligible for the offer customers were required to finance their new iPhone 7 purchase through the Equipment Installment Program (“EIP”) and were required to return their fully paid off iPhone device to T-Mobile. T-Mobile records confirm that on September 20, 2016, Mr. [redacted] purchased an iPhone 7 32GB Rose Gold for mobile number ending in [redacted] and also purchased an iPhone 7 128GB Jet Black for mobile number ending in [redacted]. Mr. [redacted] elected to finance the equipment through EIP wherein he paid a down payment of $99.99 for the iPhone 7 128GB device, and agreed to pay for the remaining cost of both devices totaling $1,299.98 in 23 monthly installments of $54.18 and one final installment of $53.84. Further records confirm that Mr. [redacted] traded in an iPhone 6 and an iPhone 6 Plus toward the above purchase. Customers who traded in an iPhone 6 variant were eligible to receive trade in credits and monthly promotional credits totaling $649.99. Unfortunately, there is no record that Mr. [redacted]’s iPhone 6 devices were received by T-Mobile. As such, Mr. [redacted] does not qualify for the iPhone 7 Trade Up promotion. Nevertheless, in an effort to amicably resolve this issue, T-Mobile closed the EIP loans for the above iPhone 7 devices and waived the remaining balance of $1,083.27. Furthermore, T-Mobile applied a credit of $216.71 to Mr. [redacted]’s account, which reduced his account balance to a credit balance of $216.71. Therefore, between the EIP loan balance waiver and the account credit, Mr. [redacted] received the full benefit of his iPhone 6 trade in devices totaling $1,299.98. Mr. [redacted] may verify the EIP loans are closed and may verify his credit balance by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: I only received an order for one line, but it should've been for 2lines. Can you please send me the order form to sign for the 2nd line iPhone7plus?  Sincerely,[redacted]

November 13, 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 4, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
 
T-Mobile regrets that Ms. [redacted] has concerns with the down-payment requirement with our Handset Upgrade Program.
 
With one of T-Mobile’s latest Un-carrier moves,  T-Mobile has launched Smartphone Equality, a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down-payment as some equipment does not have a zero down-payment option available.  However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers. 
 
T-Mobile’s records indicate that Ms. [redacted] did not qualify to receive the best pricing handset upgrade options when she applied for service on November 7, 2015.  Our records indicate that nine payments were remitted that were not considered “on-time” since November 2015.  Ms. [redacted] paid the August, September and October balances “on-time” and if she pays the bills on-time, which is no later than the 30th of each month, she will be eligible for the best pricing handset upgrade options effective August 30, 2016.
 
As a gesture of goodwill, T-Mobile agreed to bill the down-payment for a new handset upgrade to Ms. [redacted]’s account and we will credit the down-payment and manually add 24 installments to the account for the down-payment to match the best pricing option.  On November 13, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 handset with our EIP option.  A down payment in the amount of $516.00 will be billed to the billing statement dated December 7, 2016 and T-Mobile agreed to credit the $516.00 down-payment and add 24 monthly installments in the amount of $21.50 to the account for the down-payment.  In addition, Ms. [redacted] agreed to pay 24 monthly installments in the amount of $7.25 for the remaining handset balance.  Ms. [redacted] was advised that she will be required to pay the handset taxes in the amount of $57.86 and a $20.00 Upgrade Support Charge with the payment that will be due by December 28, 2016.  Ms. [redacted] agreed that she considers this matter resolved.
 
T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she 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.
 
Ally Y[redacted]
Executive Response

January 12, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Dr. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 3, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Dr. [redacted] satisfaction. T-Mobile regrets any concerns that Dr. [redacted] has experienced regarding her account. Our records confirm that on May 1, 2014, Dr. [redacted] purchased a Samsung Galaxy S4 handset. By purchasing T-Mobile equipment, Dr. [redacted] received a one-year Limited Warranty provided by Samsung. Please note that Dr. [redacted] warranty for her Samsung S4 has since expired and as such Dr. [redacted] was not eligible to receive a replacement handset. As such, our records confirm that on October 10, 2016, Dr. [redacted] upgraded to a Samsung Galaxy S7 handset. T-Mobile is pleased to hear that Dr. [redacted] now has a working handset. Thereafter, on October 31, 2016, Dr. [redacted] visited a retail location and took advantage of our “Tablet on Us” offering with the purchase of an Alcatel Pop 7 device. Please note that qualifying customers who added a new mobile internet line and purchased a qualifying tablet on an interest-free Equipment Installment Plan (“EIP”), qualified to receive 24 –monthly promotional bill credits equal to the cost of the monthly EIP payment of the tablet device, resulting in customers having received the tablet for free at the end of the 24-month EIP. We regret if Dr. [redacted] was not properly apprised of the important details of the promotion. It is very important to note that as of the time of Dr. [redacted] tablet purchase, T-Mobile provided a 14-day return period which allowed Dr. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the new line of service and EIP agreement. However, our records confirm that through an agreement with the Retail Store Manager, Dr. [redacted] return period was extended to December 14, 2016. Regrettably, as Dr. [redacted] tablet was returned to the store on December 30, 2016, it was outside of the return period and therefore could not be accepted. We sincerely regret any miscommunication regarding the allotted return period. As a courtesy to Dr. [redacted], and in an effort to amicably resolve this matter, T-Mobile has removed the remaining balance owed for the Alcatel Pop 7 device, in the amount of $113.73. In addition, per Dr. [redacted] request, T-Mobile has cancelled the mobile internet line ending in [redacted] and reimbursed all costs incurred for the line ending in [redacted] and the Alcatel Pop 7 device EIP payments, in the amount of $34.67. Dr. [redacted] revised account balance is $43.51, which is due by January 25, 2017. Dr. [redacted] confirms that this matter is now resolved. 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 Dr. [redacted]'s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

July 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 30, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. Please be advised that 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 if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third party collection agency. T-Mobile records reflect that Mr. [redacted]’s account has carried a past due balance since July 2014. Accordingly, T-Mobile has continually assisted Mr. [redacted] by making payment arrangements on her account. As part of these arrangements, on June 18, 2015, Ms. [redacted] agreed to future dated payments in order to have her service immediately restored. These future dated arrangements included a payment in the amount of $122.21 on June 15, 2015. It is important to note that pursuant to T-Mobile policy, the customer must commit to payment of the specified amount to avoid service interruption. Our records confirm that Ms. [redacted] agreed to these arrangements; however, the payment was not received by the promised date of June 15, 2015, and as a result the account was suspended for non-payment on June 18, 2015. At that time, Ms. [redacted] contacted T-Mobile’s Financial Care department and made a payment in the amount of $122.22 in order to have her service immediately restored. However, due to an inadvertent error at that time, Ms. [redacted]’s checking account was charged a second time in the amount of $122.21. Additionally, at that time, T-Mobile assisted Ms. [redacted] by setting up a payment arrangement in which she agreed to make a future dated payment in the amount of $122.21 for the remaining past due balance by June 28, 2015. In an effort to amicably resolve the matter, on June 30, 2015, T-Mobile submitted an electronic refund in the amount of $155.21 to be credited to Ms. [redacted]’s checking account. Furthermore, T-Mobile applied a courtesy credit in the amount of $219.46 toward Mr. [redacted]’s account bringing the account to a zero balance. Upon speaking to Ms. [redacted] on July 6, 2015, she stated that her checking account information has changed since the time of the above-referenced payment; therefore, T-Mobile is continuing to work directly with Ms. [redacted] in an effort to fully resolve her concerns. Pursuant to our above-referenced conversation with Ms. [redacted], her concerns have been fully resolved. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response