T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: 1) Look at your records very well because I also have records. Per your company my calls are recorded right? You might want to recheck your records because I have ticket text messages and emails from your T-Mobile representatives. 2) I have been calling since before I purchased the iPhone 7 plus. If you check your records I'm sure you will see that. You will also see that several agents have stated your engineers or whomever will take a look at something and give me a call back. Of course they NEVER did.  3) I also suggest you check your records again maybe this time you actually listen to the supposedly recorded calls and listen to me when I say MY CALLS DROP NO MATTER WHERE I AM. I HAVE FAMILY MEMBERS AND FRIENDS WHO HAVE T-MOBILE POST PAID AND PREPAID AND WHILE IN THE SAME SECTION THEY ARE ABLE TO MAKE CALLS AND RECEIVE CALLS. IF THE ISSUE IS SOMETHING THAT AFFECTS EVERYONE IT WOULD MAKE SENSE WHEN YOU SAY YOU CANNOT GUARANTEE COVERAGE IN ALL AREAS. My phone has dropped calls among other T-Mobile customers. I have informed several of your agents this and also provided numbers for them to troubleshoot when I was asked several times.  4) I want all my calls pulled and every text and email ever sent to me by your representatives evaluated because you guys have now become professional liars and think I will go away quietly. 5) My device was returned within the time frame given and what T-Mobile didn't expect was for me to save the tracking numbers studying they were delivered. It was received in enough time to scan it into your account and not charge me. Your agent did not apply any fees to my account that was not placed on there falsely. 6) Now let's talk about T-Mobile and their lies. My billing due date was changed without my permission. I have been told by several of your agents that should not happen. Then they say no it had always been the same per their records. They stick to their story until I go in my email and read to them all my emails from them. Another lie, even the agent that called me concerning my Revdex.com stated she would call back. ALL WAITING ON THAT GHOST CALLS. T-MOBILE DOES NOT REGRET ANYTHING BY THIS RESPONSE. INSTEAD THEY ARE TRYING TO PUSH BLAME AND EXPLAIN THINGS AWAY HOPING I SIT UP ABOUT THEIR POOKIE SERVICE AND HORRIBLE CUSTOMER SERVICE.  DO BETTER   
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]

January 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 January 25, 2017, regarding the above-referenced account. On January 26, 2017, T-Mobile spoke with [redacted] and is pleased to report that we have resolved this matter to his satisfaction. T-Mobile thanks Mr. [redacted] for showing interest in activating T-Mobile service. T-Mobile records confirm that there was not any service usage on the above referenced account. Therefore, in an effort to resolve this matter amicably, T-Mobile has applied credits for the balance in full and the canceled account reflects a zero balance. In addition, the account was not assigned at any time to a third party collection agency and there will not be any negative reporting to the credit bureaus regarding the debt. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

June 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 your correspondence dated June 2, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
In Ms. [redacted]’s letter to your office, she indicates that she was not able to use service with her handset in or around her home. We regret any coverage issues Mr. and Ms. [redacted] experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
Please note that on March 19, 2017, Mr. [redacted] canceled his account when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th 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 for his final statement from March 17, 2017, through April 16, 2017, in the amount of $187.90.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a one-time credit to the account in the amount of $187.90 for the charges from March 19, 2017, through April 16, 2017, resulting in an updated balance in the amount of $221.98. On June 1, 2017, a payment in the amount of $221.98 was remitted to which updated the balance to zero. At this time, Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[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 13, 2016, regarding the above-referenced account. We are sorry to hear that Ms. [redacted] feels our previous response did not fully address her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ contact with our retail location, and with Customer Care. Please be advised that Ms. [redacted] concerns will be investigated and addressed accordingly; however, T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidential. In addition, please be advised that T-Mobile provides customers with their account balance information, as a courtesy, in order to advise of any amount owed in an attempt to avoid service interruption. We regret any inconvenience this may have caused Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

September 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Prepaid No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above prepaid account.    T-Mobile is always working to improve its service, and we regret any data service issues that Mr. [redacted] may have experienced.  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 and our Customer Care.   Unfortunately we are unable to guarantee data speeds in any location.  There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience.  The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.  Additionally, customers may experience different results based on location and number of other customers on the network.     Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”    Nevertheless, in an effort to amicably resolve this matter, on September 12, 2017, T-Mobile refunded Mr. [redacted] in the amount of $53.90 to his financial institute.  Mr. [redacted] has accepted this offer. 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.   Chris L[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:Perhaps if they had not changed the towers they were utilizing to serve our area, we would still have service. Did they cancel their contract with another service whose telecommunications tower allowed our service or did they lose their contract with them. Why, have we had service for four years and then overnight it was gone?The first representative I spoke to stated that they had changed their towers and that was why we no longer had service.Sincerely,[redacted]

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 15, 2016, regarding the above-referenced account. T-Mobile regrets any confusion with our iPhone 7 Trade-Up promotion. On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who trade-in their fully paid off iPhone 5 or above. Please note that between September 9, 2016, and September 14, 2016, customers were not required to change to T-Mobile ONE to be eligible for the promotion. However, on September 15, 2016, the program was updated and customers were required to sign up for the T-Mobile ONE rate plan. Customers that purchase a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Please be advised that those that traded-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade-in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $250.00. Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. Additionally, the trade-in handset must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement. T-Mobile records reflect that on September 19, 2016, Mr. [redacted] purchased an iPhone 7 Plus 128GB on JUMP! On Demand (“JOD”) with no trade-in. Records reflect that Mr. [redacted] did not meet all requirements to obtain the promotion. T-Mobile records indicate that on October 11, 2016, Mr. [redacted] was advised of his 20-day return period and records show that Mr. [redacted] was advised to return the device and make the purchase again in order to qualify for the promotion. Mr. [redacted] has denied the option to return his handset under the return period due to a delay in receiving the iPhone 7 Plus 128GB in Jet Black. As all of the requirements for the “iPhone 7 Trade-Up” promotion were not met, Mr. [redacted] did not qualify to receive the benefits of the promotion. However, as a one-time courtesy, T-Mobile will allow Mr. [redacted] to return his trade-in handset in working condition directly to my attention within 30 days of the date of this letter at: Executive Response Attention: Juan B[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] returns the handset via a traceable carrier and request a tracking number when shipping. Upon receipt of the handset, T-Mobile has offered to honor the promotion and has been informed of the expected credits and payments needed. 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

April 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]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her T-Mobile balance. T-Mobile records confirm that on September 9, 2016, Ms. [redacted] activated a postpaid account with the mobile numbers ending in [redacted], [redacted], [redacted] and [redacted].
On that day, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge Silver 32GB handset on the mobile number ending in [redacted]. Accordingly, Ms. [redacted] was required to make a down payment of $60.00 and then agreed to a series of 24 monthly installments in the amount of $30.00.
Additionally, on September 29, 2016, Ms. [redacted] purchased two Samsung Galaxy S7 Edge Gold 32GB handsets utilizing T-Mobile’s EIP offering, for the mobile numbers [redacted] and [redacted]. Ms. [redacted] was required to make a down payment of $159.99 per handset and then agreed to a series of 24 monthly installments of $26.25, per handset.
On March 28, 2017, through a Change of Responsibility (“COR”), Ms. [redacted]’s mobile number ending in [redacted] was transferred to the account number ending in [redacted]. On March 29, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customer allowing the new customers 48 hours to agree to the EIP balance transfer. It is important to note that if not signed within the allotted 48 hours then the balance transfer request will cancel.
On March 29, 2017, through a COR, Ms. [redacted]s mobile numbers ending in [redacted] and [redacted] were transferred to the account number ending [redacted]. On March 30, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customer. After a review of Ms. [redacted]’s account T-Mobile records confirm that none of the EIP balance transfer requests were received with the required electronic signature and as such, the balance remained on Ms. [redacted]s account.;.
On April 3, 2017, T-Mobile sent a second EIP balance transfer request to both of the receiving customers for all of the above-mentioned handsets. Records confirm that only the EIP balance transfer request for the mobile number ending in [redacted] was signed electronically. Therefore, as the electronic signatures were not received for the EIP balance transfer requests associated with the mobile numbers ending in [redacted] and [redacted], Ms. [redacted] remains responsible for the agreed upon EIP balances.
In an effort to resolve the matter, on April 11, 2017, T-Mobile sent an additional EIP balance transfer request to the email addresses provided by both of the receiving customers. Ms. [redacted] has accepted this as a resolution to her concerns. 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.
Diana J[redacted]
Executive Response

June 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 6, 2016, regarding the above-referenced file number. Please note upon speaking with Mr. [redacted] he identified himself as the same person as Mr. [redacted] and was able to verify additional security questions to confirm his identity. We regret any inconvenience this may have caused and we are happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile records reflect that on April 28, 2016, Mr. [redacted] purchased three Apple iPhone 6 Plus devices and one Apple iPad Mini device. Mr. [redacted] was required to remit a payment of $218.20 at the time of purchase for his equipment. Please note, T-Mobile received two of Mr. [redacted]’s Apple iPhone 6 Plus devices and his Apple iPaid Mini back at our warehouse; therefore on May 14, 2016, he was refunded $45.50, on May 17, 2016, he was refunded $81.70, and on May 18, 2016, he was refunded $45.50 to the original payment source for the returned devices. Regretfully, T-Mobile has no record of receiving Mr. [redacted]’s third Apple iPhone 6 Plus device. Nevertheless, in an effort to amicably resolve this matter, on June 9, 2016, T-Mobile refunded Mr. [redacted] the additional $46.30 difference for his remaining Apple iPhone 6 Plus device. Mr. [redacted] will receive the refund within seven to ten business days in the form of a prepaid debit card mailed to the billing address on file. Upon speaking with Mr. [redacted] he accepted this as full resolution to his 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. Zachary S[redacted] Executive Response

March 26, 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 your correspondence dated March 17, 2016, regarding the above-referenced account. Please be advised that Mr. [redacted] is not an authorized user on the above referenced account, however, on March 21, 2016, T-Mobile was able to contact the billing responsible party, [redacted], and come to an agreeable resolution. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that she should expect excellent coverage in her area. Regretfully, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. A review of the account confirms that Ms. [redacted] was subscribed to our Simple Choice Unlimited plan totaling $100.00 per month which includes unlimited calling, unlimited texting, and unlimited mobile data for both her mobile numbers ending in [redacted] and [redacted]. Additionally, Ms. [redacted] has one Mobile Internet (“MI”) line which is subscribed to our Free 200MB data plan which includes up to 200MB of data at no cost. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. 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. Further review of Ms. [redacted]’s account confirms that she is paying for six devices utilizing our EIP option totaling $150.63 in monthly installment payments. Please note, this amount includes two Samsung Galaxy Note 4’s at $31.24 each per month, an iPhone 6S Plus 16GB Gold for $31.00 per month, an iPhone 6s Plus 64GB Rose Gold for $28.00 per month, a Samsung Galaxy Note tablet for $29.15 per month, and an Apple Watch for $16.63 per month. Based on the above mentioned monthly access charges and EIP’s, Ms. [redacted]’s estimated billing statement totals $250.63 plus taxes and applicable fees. After careful review of Ms. [redacted] past billing statements, she has been billed in accordance with the selected rate plan and devices. Our records confirm that on March 10, 2016, and March 15, 2016, Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] were canceled when she transferred them to another service provider. Furthermore, on March 17, 2016, Ms. [redacted] requested cancellation of her MI line ending in [redacted], which has been set to cancel at the end of her billing cycle dated April 13, 2016. Pursuant to T-Mobile’s policy, if a customer has an open EIP balance and the account becomes canceled, any remaining EIP balance will be accelerated and due on the final billing statement. Therefore, it is our position that any final EIP charges assessed to the final billing statement would remain valid and owed. Nevertheless, in an effort to amicably resolve the matter T-Mobile has agreed to close the remaining installments associated with both of the Galaxy Note 4’s mentioned above. Additionally, we have agreed to credit the remaining installments on the above mentioned iPhone 6s 16GB Gold, iPhone 6s Plus 64GB Rose Gold, Samsung Galaxy Note tablet, and Apple Watch, if they are returned to my attention in good working condition with no physical or liquid damage within 30 days of the date of this letter to: Executive Response Attention: Taylor B[redacted] Albuquerque, NM 87107 Upon receipt of the handsets, T-Mobile will close out the remaining EIP balance for all devices which will leave the account closed with a zero balance. T-Mobile recommends that Ms. [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account. 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. Taylor B[redacted] Executive Response

October 19, 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 Mobile Number: [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 9, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] experienced regarding her most recent post-exchange warranty replacement. We further regret any inconvenience Ms. [redacted] experienced when contacting our Corporate Office. Please be assured that T-Mobile strives to answer all customer inquiries in a timely manner. T-Mobile records reflect that Ms. [redacted] activate her T-Mobile prepaid service with an LG Leon handset on July 16, 2015. Provided with Ms. [redacted] purchase of the LG Leon was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers, like Ms. [redacted], T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. Please note that prepaid customers must retain their original handset back cover and battery when completing a post-exchange warranty replacement, as replacement handsets do not include a back cover or battery. T-Mobile records reflect that a post-exchange was initially processed for Ms. [redacted] on August 17, 2015. Regretfully, the non-working LG Leon was not returned to T-Mobile’s Return Center; therefore, a replacement handset was not shipped to Ms. [redacted]. Later, on September 1, 2015, another post-exchange was processed for Ms. [redacted] and a replacement handset was sent to her. Regretfully Ms. [redacted] returned her non-working handset to T-Mobile with the back cover and battery. Upon Ms. [redacted] contacting our Customer Care department and notifying us of the situation, T-Mobile issued a one-time courtesy credit of $20.00 to reimburse the cost associated with the purchase of a new back cover and battery for her replacement handset. In an attempt to fully resolve Ms. [redacted] post-exchange warranty concerns, on September 28, 2015, a courtesy credit of $30.00 for a free month of service was issued to her prepaid service. As an additional courtesy to Ms. [redacted], a refund in the amount of $45.00 was approved by T-Mobile on October 15, 2015, and forwarded to Citibank to be disbursed as a prepaid debit card. Ms. [redacted] may allow seven to ten business days for delivery of the prepaid card. It is T-Mobile’s position that no further credit is warranted 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. Aida A[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: nowhere at all did the Executive Relations specialist address any plans for network enhancements in my home area. She also does not understand that my service works much better in other parts of town. What T-Mobile basically gave in this response is the easy way out. Going from a contract-carrier to a no-contract, month-to-month carrier doesn't mean that they don't have to provide the services that subscribers pay for and expect; our standards are still the same, and that is exactly what I'm holding T-Mobile to!
 
I request that this case remain open because I know for a fact that T-Mobile CAN come back with a better response, one that is more convincing that they really do care and rather fight to keep customers rather than turn them away!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]

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 30, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding the cancellation of the above-referenced account. T-Mobile records indicate Mr. [redacted] initiated a lease for an iPhone 7 Plus 128 GB Rose Gold device on our Jump On Demand ("JOD") lease offer on January 29, 2017. Mr. [redacted] remitted a capital cost reduction payment in the amount of $149.99 and agreed to 18 monthly lease payments of $28.00. Additionally, Mr. [redacted] initiated a JOD lease for a Samsung Note 5 32 GB Gold device on December 17, 2017, and agreed to 18 monthly lease payment of $29.00. At the end of each JOD lease agreement, Mr. [redacted] would have the option to purchase the device for the purchase option price.
JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
On March 9, 2017, Mr. [redacted] cancelled his T-Mobile account. Mr. [redacted] had a total of $87.00 plus taxes remaining in lease payments for the Note 5 and a purchase option price of $177.99. Likewise, Mr. [redacted] had a total of $476.00 plus tax remaining in lease payments for the iPhone 7 Plus and a purchase option price of $216.00. Accordingly, T-Mobile billed Mr. [redacted], at the time of cancellation, for the remaining lease payments plus taxes which was reflected on his March 19, 2017, billing statement.
On the March 19, 2017 billing statement, Mr. [redacted] had a balance of $1,274.48 due on April 11, 2017, which included the purchase option price for the Samsung Note 5 32 GB Gold device and the iPhone 7 Plus 128 GB Rose Gold device. However, T-Mobile records confirm both devices were returned. Therefore, account credits were applied, on April 2, 2017, in the amounts of $228.96 and $188.67 for the purchase option price of the devices and an adjustment in the amount of $30.73 for a monthly lease payment.
As such, on April 19, 2017, Mr. [redacted] was sent a revised bill reflecting the credits for returning the devices and a remaining balance owed of $826.12 that was due on May 11, 2017. Please note T-Mobile applied an account credit as a good will gesture on April 30, 2017, in the amount of $30.00. While it is T-Mobile’s position that Mr. [redacted] remains responsible for the remaining JOD payments, in an effort to resolve this matter, on May 3, 2017, T-Mobile applied account credits in the amount of $504.56 and $92.22, bringing the current balance to $199.34 due by May 11, 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 Mr. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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.
Carlos T[redacted]
Executive Response

August 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account.
T-Mobile regrets any concern Ms. [redacted] had regarding our Carrier Freedom promotion. On December 11, 2016, Ms. [redacted] activated services with T-Mobile by porting over three lines ending in [redacted], and [redacted] from [redacted]. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family.
As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
There are several eligibility requirements to be met in order to qualify for the Carrier Freedom promotion;
• Customers should go to a retail store to submit for reimbursement. Customers who did not submit for reimbursement in store must do so at www.switch2tmobile.com within 30 days from service activation;
• Port in from any U.S. carrier;
• Trade in qualified equipment (equipment not associated with a phone number is not eligible) for each line wanting to participate. For device payment plan reimbursement, eligible trade-in equipment must match what is listed on the payment plan agreement.
• Purchase a new or refurbished T-Mobile device at full price or with EIP;
• Activate a new line of service on a qualifying T-Mobile ONE, Simple Choice Voice, Mobile Internet, or Data Only rate plan;
• Submit final bill showing ETF and/or device payment plans and completed reimbursement request form at www.switch2tmobile.com within 30 days from service activation. AT&T, Sprint, and [redacted] customers will collect screen shots of their device payment plans from the carrier website or app on the customer's device and upload them during the submission process. For an ETF reimbursement, they must submit the final bill;
• T-Mobile account must remain active and in good standing until the reimbursement is received.
Ms. [redacted] did not meet these eligibility requirements as T-Mobile does not show a record of a Carrier Freedom submission.
However, upon speaking with Ms. [redacted], in an effort to amicably resolve this matter, T-Mobile has offered an extension of the Carrier Freedom promotion to match the total value of the original offer. We request that Ms. [redacted] provide an unaltered copy of her final billing statement reflecting the early termination fees or device financing costs incurred with her previous carrier to my attention no later than September 23, 2017, at;
[redacted]@T-Mobile.com
Upon receipt, T-Mobile will issue the applicable reimbursement amounts in accordance with the Carrier Freedom terms & conditions. Ms. [redacted] accepted this as a resolution to her concern.
In regards to Ms. [redacted]’s credit reporting, T-Mobile advised Ms. [redacted] that she would need to speak with her previous carrier in order to determine what their dispute process is. 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.
Juan C[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: the lack of professional guidance I received as customer from T-mobile's employees is reflective on vague responses like this one - "T-mobile regrets any confusion regarding the Change of Responsibility ("COR") for the above referenced account. Please be advised that a COR is a change in billing responsibility from one person or business to another person or business. Please note that posed billed charges cannot be moved from one account to another upon completion of a COR. Additionally Equipment Installment Plan ("EIP") balance transfers can only occur within 60 days of the EIP lines having been moved to other accounts. If an account has an EIP balance and the account is cancelled, the EIP balance will be charged in full on the final bill." Number one, T-mobile didn't even own up to misinforming me and not telling me anything about needing to sign the EIP documents. The account was closed as a result of the transfer which spiraled this issue at hand in the first place. T-mobile told me the transfer was complete. T-mobile failed to inform me about an email with EIP documents that I needed to sign. T-mobile also is mentioning this 60 day deal now but it was not mentioned to me before. Otherwise I would've signed the documents and been on top of it. And now T-mobile is not even concerned with the email which landed my spam folder which T-mobile purposefully did not tell me to look out for and not once have I heard T-mobile own up to their fault. T-mobile took part in misinforming, misguiding, and failing to truthfully convey information regarding our bill at that time, which is now costing my pockets at least four times what we originally owed. And I got nothing except an apology without a real apology. 
Sincerely,
[redacted]

May 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 May 8, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in attempting to purchase a new iPhone 6s device and any delay in receiving one. T-Mobile records indicate on April 27, 2016, an iPhone 6s Plus 64GB Rose Gold device was ordered, and UPS tracking number [redacted] shows delivered on April 29, 2016, with the note “left at office.” As Ms. [redacted] advised T-Mobile she did not receive the device a new order was placed on May 5, 2016, for an iPhone 6s Plus 64GB Rose Gold device via UPS Next Day shipping for free. UPS tracking number [redacted] shows delivered on May 9, 2016. The order was placed late Thursday therefore it shipped on Friday May 6, 2016, and was delivered the next business day, Monday, May 9, 2016. On May 10, 2016, we spoke with Ms. [redacted] and confirmed the original device was not in use so we waived the full charge for the second order, leaving the original charges on an Equipment Installment Plan. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter we applied a credit for half of her monthly recurring service charges at $104.00, reducing her current balance to $304.48, as of the date of this letter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

August 9, 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 July 30, 2017, regarding the above-referenced account.    We regret any concerns Mr. [redacted] has regarding his T-Mobile handset.  T-Mobile records reflect that on May 30, 2017, Mr. [redacted] purchased an Apple iPhone 6S Plus handset.  By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device.  Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional Premium Device Protection.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his 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 Mr. [redacted] contacted Assurant Inc. to process a new insurance claim for his Apple iPhone 6S Plus handset.  Our records indicate Mr. [redacted] received the handset by mail on June 16, 2017.  It is important to note Mr. [redacted] did not report issues with his replacement handset to our Customer Care department regarding issues with the volume key or any other device concerns until July 9, 20 17.  At the time Mr. [redacted] reported issues with his equipment, T-Mobile processed a limited warranty exchange on his Apple iPhone 6S Plus handset after performing troubleshooting steps.  However, the Apple iPhone 6S Plus handset is currently on backorder and will ship once inventory is available. On July 11, 2017, in order to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to send a working T-Mobile handset from our Executive Office in exchange for his non-working handset.  Regrettably, Mr. [redacted] has refused T-Mobile’s offer.  It is important to note Mr. [redacted] advised he was aware of T-Mobile’s Terms & Conditions regarding Limited Warranty exchanges.  It is important to note T-Mobile extended the above mention offer until August 20, 2017.    Please be advised that on August 7, 2017, our Executive Office spoke with Mr. [redacted] and again extended the offer to provide Mr. [redacted] a working handset from our Executive Office in which case he declined.  Finally, T-Mobile made a final offer to allow Mr. [redacted] to return his Apple iPhone 6S Plus handset to our office in good working condition by August 20, 2017 and T-Mobile will close the remaining balance.  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.   Christopher P[redacted] Executive Response

May 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced prepaid mobile number.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his data speeds. T-Mobile records confirm that Mr. [redacted] is subscribed to our $30.00 Tourist Plan which includes 1,000 minutes of talk, unlimited text, and data of which, 2 GB of data are provided at high speed 4G / LTE speed depending on device compatibility. It is important to note that once the 2 GB bucket has been utilized, data services continue at a reduced rate until the end of the billing cycle.
A review of the account confirms that on May 6, 2017, Mr. [redacted] reached his 2 GB high-speed data bucket. Therefore, Mr. [redacted]’ data speeds were reduced through the end of his billing cycle. Should Mr. [redacted] require an increased high-speed data bucket, he may change his rate plan by contacting T-Mobile Customer Care at 800-937-8997, online at www.T-Mobile.com, or by visiting a local retail location.
Please be advised that Mr. [redacted], using a T-Mobile device, can dial #WEB# (#932#) and press send to check data usage at any time. T-Mobile also sends a free text message once usage reaches 2 GB during a billing cycle. Mr. [redacted] may also access his individual my.t-mobile.com account webpage to view and monitor current data usage. Finally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Cesar R[redacted]
Executive Response