T-Mobile Usa Inc

March 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 5, 2016, regarding the above-referenced account. We sincerely regret any misunderstanding regarding the activation of Mr. [redacted] account type and pricing. As previously indicated in our response to your office dated March 3, 2016, T-Mobile investigated this matter and our records indicate that on November 3, 2015, the above referenced account was activated and subscribed to the Simple Choice North America Unlimited Talk, Text plus Data rate plan. It is important to note that while the above mentioned rate plan is a month to month plan with no contractual obligation, it is not a prepaid plan. As a courtesy and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $448.79 for the pro-rated charges incurred from January 5, 2016 to February 4, 2016 plus six restore fees and applicable taxes. Additionally, on March 3, 2016, T-Mobile provided Mr. [redacted] with the instructions needed to unlock his devices via the unlock application. Please note Mr. [redacted] account remains closed with a zero balance. Upon T-Mobile’s conversation with Mr. [redacted] and as indicated in his letter to your office he advised his concerns have been resolved. 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. Lizette C[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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Reason for not accepting T-mobile response is they continously have no remorse for wrondoing at the customers expense, in fact that they are constantly misleading the customers with false advertising or misinformation. Agents and Retention departments care specifically leaving out vital information regarding plan info and phone purchase and also the rebate. This is why they credited my account $20 , because on the recording all their agents did not explain vital details of the BOGO sale offer. Another example of the misinformation or lack of info, All T-mobile agents /sales completely forgot to tell us that we must apply for the update as stated below. It wasn't until this Revdex.com response on 9/15 were we advised that we were to apply for a rebate on a website after having the phones since 9/8. T-mobile representatives constantly told us that in 8 weeks we would receive a $930 visa rebate card, neither representative at T-mobile or emails mentioned during or before the sale that a rebate form had to be filled out. On 9/15 date of this complaint Tmobile agents Lakewsha([redacted]) and her manager Derek ([redacted]) both stated they were sorry for T-mobile not giving us this vital information about the rebate. They filed the rebate, but said the customer would still have to wait additional weeks and that there is nothing T-mobile can do for the customer but wait the extra weeks.The Samsung promo offer was solely through Samsumg and Tmobile has nothing to do with it. Ask T-mobile to provide a log of all the calls made by the customer prior to the purchase with lack of the correction on this promotional offer. T-mobile still admits no wrongdoing by its agents , the customer suffers aggravation. If needed I can provide the number of calls made and time spent because of mis information during that period.
Sincerely,
[redacted]

July 1, 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 June 24, 2015, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
 
In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal.  T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service.  To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device.  The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required.  Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number.
 
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
 
Our records confirm that Ms. [redacted] activated service on August 11, 2014.  However, our records confirm that we have not received any documentation from Ms. [redacted] showing the early termination fees from her previous service provider.  As it is now outside of the provided two month period from activation, Ms. [redacted] is unable to submit this documentation online.
 
However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile can offer to have her send her final billing statement, showing the itemized early termination fees from her previous provider to our office.  Upon receipt and review of the itemized charges, a reimbursement will be issued for the qualifying charges.  T-Mobile requests that Ms. [redacted] provide this documentation via facsimile to my attention at [redacted], or via an email to my attention at [redacted]@T-Mobile.com no later than July 15, 2015. 
 
Please note that T-Mobile does not report to the credit bureaus and we would be unable to change any information that may have been submitted to them by her previous service provider.  Ms. [redacted] will need to dispute any remarks that may have been added to her credit report from her previous service provider with the credit bureaus or with her previous service provider.
 
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.
 
Chris P[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. They have issued me credit as they promised. Sincerely, [redacted]

July 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 July 18, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile fully understands that our customers often rely in our services as their only means of communication with loved ones and employers and ultimately realize the importance of ensuring both the service and devices function properly. T-Mobile truly regrets any difficulties or inconveniences Ms. [redacted] may have experienced with her LG G3 handsets after the recent Marshmallow update for the Android operating system. T-Mobile spoke with Ms. [redacted] on July 20, 2016 regarding this matter and learned the devices were still not functioning and had been replaced by borrowed phones as a temporary solution. In an effort to provide Ms. [redacted] with the best un-carrier experience, T-Mobile has agreed to provide Ms. [redacted] with two new LG G3 devices at no cost to her. These devices will be shipped to Ms. [redacted] at the current billing address on her T-Mobile account via standard UPS shipping. It has been determined that performing the Marshmallow software update, even on the new devices, may result in difficulties as the apparent cause of this issue is a lack of physical memory. T-Mobile encourages Ms. [redacted] to be sure the users refrain from installing any unnecessary applications, to avoid downloading previously backed up photos, and to limit the amount of music installed on the device by taking advantage of music streaming options. Should the new LG G3 devices prompt Ms. [redacted] to perform the update, it is recommended she decline this request. If any difficulties are encountered with the replacement devices, Ms. [redacted] may contact us at the number below to discuss alternative options. 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

August 16, 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 August 6, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to a refund for his handset order. 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 an of Mr. [redacted]’s contacts with Customer Care.   Please be advised that on April 30, 2017, T-Mobile records indicate that Mr. [redacted] placed an order for an Apple iPhone 7 128GB handset on www.MyT-Mobile.com and opted to utilize T-Mobile’s Equipment Installment Plan (“EIP”) for the purchase. 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 is important to note that if a customer who has an active EIP cancels service, the full remaining balance is due on the final bill.  T-Mobile records indicate that at the time of purchase, Mr. [redacted] was required to remit a down payment of $125.99 plus tax for a total of $198.60, and he agreed to 24 monthly installments of $26.00 per month.   On the same date that Mr. [redacted] placed the order for his Apple iPhone 7 128GB handset, T-Mobile records indicate that he contacted Customer Care to request cancellation of his order; however, as the handset had already been processed for shipping, T-Mobile advised Mr. [redacted] that he could return or refuse the package upon its arrival.   T-Mobile records indicate that on May 6, 2017, Mr. [redacted] ported out his mobile number ending in [redacted] to another service provider, effectively cancelling his service with T-Mobile.  As the Apple iPhone 7 128GB handset had yet to be returned to T-Mobile, the EIP balance of $624.00 was billed out on the statement dated May 27, 2017.  On June 17, 2017, T-Mobile records indicate that Mr. [redacted] remitted payment for his final billing statement.   On June 12, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution that the down payment of $198.60 was disputed and returned unpaid.    T-Mobile records indicate that on June 19, 2017, the Apple iPhone 7 128GB handset return had been received and fully processed by T-Mobile. On August 8, 2017, T-Mobile records indicate that Mr. [redacted] contacted Customer Care and a refund in the amount of $624.00 was issued to the bank account provided by Mr. [redacted].   Upon contacting Mr. [redacted] on August 9, 2017, he confirmed that his concerns have been fully addressed and that he has received his 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.   Anthony M[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 thank Ms. [redacted] and Ms. A[redacted] for responding my case in timely manner.Sincerely, [redacted]

March 15, 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 March 2, 2017, 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 is sorry to hear of Ms. [redacted]’s concerns with her monthly estimated service charges and equipment acquisitions. 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 Ms. [redacted] feels that this was not her experience when contacting our Customer Care department to discuss her concerns.
T-Mobile records confirm that the account was activated on September 13, 2015, with mobile numbers ending in [redacted] Effective January 10, 2016, the account was changed to T-Mobile’s Business Family Unlimited Talk, Text with 10GB of date per line rate plan for $120.00 for the first four lines and $20.00 for each additional line.
T-Mobile records further confirm that the account financed several devices with our Equipment Installment Plan (“EIP”) program and our lease program JUMP! On Demand:
- September 13, 2015: A Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 plus applicable taxes.
- September 14, 2015: Two Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax per device with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 per device plus applicable taxes.
- December 28, 2015: An iPhone 6s Plus device with 64GB of memory was lease with our JOD program. There was a $99.99 payment required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $30.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $210.00 plus applicable taxes.
- November 28, 2016: An iPhone 7 Plus device with 32GB of memory was lease with our JOD program. There were no payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $32.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $193.99 plus applicable taxes.
- December 2, 2016: An iPhone 7 Plus device with 32GB of memory was purchased with our EIP program. There was a $19.99 down payment required at the time the purchase was initiated and the account agreed to 24 monthly installments in the amount of $31.25.
T-Mobile records further indicate that all mobile numbers elected to subscribe to the options Premium Handset Protection (“PHP”) feature for an additional $10.00 per month. Please note that mobile number ending in [redacted] was enrolled to the PHP feature for $12.00 per month as it included the additional feature of Mobile Security.
Based on the information mentioned above, the account should have expected its monthly charges to be roughly $480.00- $485.00 per month including taxes and fees. It is T-Mobile’s position that [redacted]’s account was billed in accordance to its selected rate plan and features.
On March 3, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns and the information mentioned above. In an effort to amicably resolve this matter T-Mobile offered the following:
- To allow Ms. [redacted] to return two of the Samsung Galaxy Note 5 devices she indicated she was no longer using, and the iPhone 6s Plus device with 64GB of memory. Upon receipt of the equipment in good working and physical condition, T-Mobile will close the respective equipment leases. This will reduce monthly charges by $89.98 plus applicable taxes. On Mach 7, 2017, T-Mobile emailed Ms. [redacted] the instructions on how to return the equipment to our offices.
- In addition, on March 3, 2017, T-Mobile sent Ms. [redacted] a like-new iPhone 6s Plus device with 64G of memory at no cost to her.
- As an additional courtesy, on March 3, 2017, T-Mobile ordered a new iPhone 7 Plus with 256GB of memory device for Ms. [redacted]. Ms. [redacted] elected to finance it with our EIP program. T-Mobile credited the required down payment and sales tax that totaled $336.08 and Ms. [redacted] agreed to 24 monthly installments in the amount of $30.00 per month.
Further review confirms that on March 7, 2017, mobile number ending in [redacted] was canceled when it was transferred to a different service provider. As such, going forward the monthly estimated service charges will be reduced by $32.00 plus applicable taxes and fees.
To the date of this letter, T-Mobile is yet to receive the two Samsung Galaxy Note 5 devices and the iPhone 6s Plus device with 64GB of memory. Once the equipment is returned, T-Mobile will move forward with closing the equipment leases. The account remains active and it currently reflects a balance in the amount of $485.83 due by April 2, 2017. T-Mobile appreciates the opportunity to assist Ms. [redacted] with her concerns and we regret any inconvenience 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.
Maggie R[redacted] Executive Response

June 12, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 correspondencedated June 5, 2015, regarding the above-referenced account.   T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plansthe largest global data coverage area included at no extra charge.  This global freedom was automatically addedto qualifying Simple Choice plans andis available in over 100 countries and destinations (seewww.t-mobile.com/international for participating countries). Please note, thereis no need for customers to add a separate feature or service to the accountbefore they travel if they are subscribed to a qualifying rate plan.  With T-Mobile's SimpleGlobal offering, customers have unlimited web at standard speeds ofapproximately 128Kbps.  These speeds aregreat for web browsing, email, social networking and occasional use of certainfeatures like GPS and maps.  However,should a customer feel these speeds are not sufficient; higher-speed datapasses are available for purchase when traveling abroad.  Additionally, voice calls back to the U.S.and to Simple Global countries are aflat rate of $0.20 per minute, while unlimited text messaging is included at nocost.  It is important to note that users traveling to a countryoutside of Simple Global coveragewill incur text charges at $0.50 per message sent or received and data roamingcharges at our standard World Class rates of $15/MB (plus taxes &fees).  Voice charges vary by country,and as such, T-Mobile recommends that customers visitwww.t-mobile.com/international before they travel to see specific countryrates. T-Mobilerecords indicate Mr. [redacted], who is subscribed to an eligible rate plan wasusing a Samsung Galaxy S5 handset, a data device, on mobile number ending in [redacted]while recently internationally roaming in Nepal which is does not fall withinthe Simple Global coverage.   Please also be advised that upon the handset registering withthe network in Nepal a series of text messages are sent to the handset thatread: Free T-MobileMsg:  Welcome to Kenya. Out of plancoverage. $0.50/text and $4.19/min talk. For info call us for free +1[redacted]Free T-Mobile Msg:CAUTION: Charges for web, email & apps while roaming up to $15/MB +tax. To opt out of data dial #[redacted]#, to opt in text #[redacted]# Based on the warning text messages that were sent and Mr.[redacted]’s usage of the service, it is T-Mobile’s position that the account wasbilled in accordance with that usage and we consider the charges to be valid. However, in an effort to amicably resolve this matter on June 10, 2015,T-Mobile applied a credit to the account in the amount of $1,474.79 for theincurred international roaming charges. Please note that the account currentlyremains open and reflects a credit balance in the amount of $160.73 that willapply to the next month’s billing statement.  We regret any inconvenience to Mr. [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted].  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

August 10, 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 August 6, 2016, 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 inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her equipment. T-Mobile records confirm that on May 26, 2016, Ms. [redacted] spoke with Customer Care and during this call she advised that Assurant, the company that manages T-Mobile’s Premium Handset Protection program, was unable to replace the Xperia Z3 device with the same model. As such, as a courtesy to Ms. [redacted], Customer Care offered to perform an in-house claim, wherein a new phone would be ordered and the price adjusted down to $175.00, which is the cost of the deductible when filing a claim through Assurant. Further records confirm that Ms. [redacted] accepted this offer. As such, on May 26, 2016, a Certified Pre-Owned Samsung Galaxy Note 5 was ordered through our Handset Upgrade Program for mobile number ending in [redacted]. Ms. [redacted] agreed to have the price of the device, totaling $616.67, billed to Mr. [redacted]’s account after which Customer Care advised that a credit would be applied for all but $175.00 of the cost. Due to an inadvertent delay, the equipment charges were billed to Mr. [redacted]’s July 29, 2016, billing statement. On August 1, 2016, we applied credits totaling $616.67 to Mr. [redacted]’s account for the cost of the equipment. However, as Ms. [redacted] had agreed to pay $175.00 for the device, a portion of the credits totaling $175.00 was reversed. Finally, our records confirm that between August 5, 2016, and August 6, 2015, we applied credits to Mr. [redacted]’s account totaling $175.00, making the Samsung Galaxy Note 5 free for Mr. [redacted]. These credits reduced Mr. [redacted]’s account balance to $195.91 and he may verify this by visiting www.T-Mobile.com. 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. Brian W[redacted] Executive Response

June 8, 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 27, 2016, regarding the above-referenced account. We sincerely regret any concerns Ms. [redacted] experienced when attempting to take advantage of our JUMP! upgrade option under the mobile number ending in [redacted]. Please be advised that T-Mobile records confirm that Ms. [redacted]’ account is not under a contractual obligation. Our records indicate that on July 5, 2014, Ms. [redacted] activated her account with the mobile number ending in [redacted]. At the time of activation, Ms. [redacted] took advantage of our Equipment Installment Plan (”EIP”) offering with the purchase of one Samsung Galaxy Note 2 handset. At the time of Ms. [redacted]’ purchase, she was required to make a down payment of $30.00 plus applicable equipment taxes and agreed to a series of 24 monthly installments in the amount of $11.25. Additionally, at that time, the JUMP! 2 feature for $12.00 per month was added to the mobile number ending in [redacted]. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period. Regrettably, due to an inadvertent error, the mobile number associated to the EIP mentioned above was not the mobile number ending in [redacted]. Consequently, on May 26, 2016, when Ms. [redacted] took advantage of our EIP offering with the purchase of one Samsung Note 5 64GB handset, she was not eligible for a JUMP! upgrade due to the [redacted] not being associated to the initial EIP started at the time of activation. In an effort to resolve this matter, on June 7, 2016, T-Mobile issued a credit of $288.00, equivalent to the JUMP! 2.0 feature charge of $12.00 per month billed from July 5, 2014, through June 7, 2016. As of June 7, 2016, Ms. [redacted]’ account reflects a credit balance of $288.00. Additionally, Ms. [redacted] is now able to take advantage of her JUMP! upgrade once eligibility requirements are met. 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. Aika A[redacted] Executive Response

September 5, 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 August 23, 2017, 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 attempted to reach Ms. [redacted] from August 24, 2017, through August 30, 2017, but regrettably our efforts were unsuccessful.
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of her concerns with our Carrier Freedom promotion and the status of her submission. 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.
Our records indicate a new line of service was activated with T-Mobile on October 1, 2016. Please be advised this number was not ported in by Ms. [redacted]’s previous carrier. Additionally, the submission of Ms. [redacted]’s final billing statement shows numbers ending in 3208 and 0529, which are not active on the T-Mobile account making the account ineligible for reimbursement. Regrettably, because multiple eligibility prongs were not met, we are unable to honor the promotion as requested by Ms. [redacted]. T-Mobile regrets any confusion this matter has caused.
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.
Felicia P[redacted]
Executive Response

February 21, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]  T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 9, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns regarding accessory promotions [redacted] has experienced. On May 26, 2017, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an LG Tone Active Plus, Powerbeats3 Wireless Shock, and UE Megaboom. At that time, [redacted] was asked to remit a down payment of $4.52 plus the taxes on the full retail price and agreed to a series of 24 monthly installments in the amount of $28.15.
Please be advised that the only accessory promotions T-Mobile had at the time of [redacted]’s purchase was our Memorial Day promotion which provided 30% off of all accessories. T-Mobile records confirm that credits were issued towards [redacted]’s EIP charges on the following dates:
• $20.83 on July 3, 2017,
• $20.83 on August 3, 2017,
• $20.65 on September 21, 2017, and
• $75.00 on October 25, 2017.
In an effort to amicably resolve this matter, on February 11, 2018, T-Mobile issued a credit in the amount of $225.20 for all EIP charges that have been billed to the account since the time of purchase for the above-referenced equipment. In addition, T-Mobile closed the remaining EIP balance for the equipment. It is important to note that [redacted] currently does not have any active EIPs on his account. [redacted]’s account currently reflects a credit balance of $217.87. T-Mobile regrets any inconvenience to [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.
William B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: T mobile has ignored the fact that itcontinues to mis represent the service sold to me (and others).  The words Unlimited talk and text mean Unlimited.  a 50 MB limit is not unlimited.  As such they are commiting mis representation of the product they are serlling.  This should be treated as fraud by the Revdex.com and regukatory agencies.  T mobile does not seem to understand the words in the English language or if it does it is commiting willful mis representation of its product offering.  As I understand:Talk - means any verbal communicationText means any written communicationUnlimited means without constraint.Thus when I am sold Unlimited Talk & Text there should not be a 50 MB limit.The sales people at T mobile when I bought this service claimed it was Unlimited Talk & Text in the 100+ countreies where T mobile operates.    
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. Since I received a voicemail from Mr. Juan (T-Mobile representative) explaining that they would take into consideration my feedback to improve their customer support.Sincerely, [redacted]

December 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 6, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his handset upgrade. Please note that from September 9, 2016, through September 15, 2016, new and existing postpaid customers who traded-in their fully paid off Apple iPhone, from any carrier, were able to receive a new Apple iPhone 7 32GB handset for free, via bill credits, when purchased on T-Mobile’s Equipment Installment Plan (“EIP”). T-Mobile records confirm that on September 9, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an Apple iPhone 7 Plus Black handset with 32GB of memory. Mr. [redacted] was not required to make a down payment and agreed to a series of 24-monthly installments of $32.09. Please note that as part of the iPhone 7 Trade-Up offer, had Mr. [redacted] traded-in an Apple iPhone 6 handset for the Apple iPhone 7 Plus 32GB handset, he would have received a device trade-in credit of $165.00, and 24-monthly bill credits of $20.21, reducing the cost of the handset to $120.00, plus applicable taxes. Records indicate that Mr. [redacted] did not trade-in a fully paid off Apple iPhone handset at the time of his purchase, therefore, Mr. [redacted]’s purchase did not qualify for the iPhone 7 Trade-Up promotional pricing of $120.00, plus applicable taxes, after EIP bill credits. Please note that T-Mobile’s promotional offers are set for a limited time and are unavailable after the end date. T-Mobile records do not indicate that an additional order for an Apple iPhone 7 32GB handset was processed for Mr. [redacted] during the promotional time frame. Please be assured that T-Mobile strives 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 department. Nevertheless, in an effort to amicably resolve the matter, on December 13, 2016, T-Mobile ordered an Apple iPhone 7 Black handset with 32GB of memory on the mobile number ending in [redacted]. As a courtesy, T-Mobile will allow Mr. [redacted] to return his fully paid off Apple iPhone 6 handset, within 30 days, in good working condition, directly to my attention at: T-Mobile USA, Inc. Executive Response Attention: [redacted] Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $649.99, to Mr. [redacted]’s open Apple iPhone 7 32GB handset, reducing the balance to zero. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Additionally, T-Mobile requests that Mr. [redacted] disable the “Find My iPhone” security feature on the handset and include his account information in the package in order to ensure proper credit his applied to his account. Mr. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

November 7, 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 29, 2016, regarding the above-referenced account. We regret losing Mr. [redacted]’s business and hearing of his concerns regarding the non-return fee of T-Mobile’s 4G LTE CellSpot coverage device. The 4G LTE CellSpot coverage device delivers a strong, reliable wireless 4G LTE signal for customers with or without an indoor cellular signal on compatible 3G, 4G and LTE devices anywhere a customer has broadband Internet and T-Mobile wireless spectrum. As Mr. [redacted] met all the requirements for this device, on June 28, 2016, T-Mobile shipped the 4G LTE CellSpot for his utilization at the billing address. Please note that 4G LTE CellSpot devices are T-Mobile-owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancellation of service, there is a $289.00 non-return fee plus tax that is assessed to the account. On August 24, 2016, T-Mobile records indicate Mr. [redacted] cancelled his above-referenced account. At this time, Mr. [redacted] returned the CellSpot device to his local retail location. T-Mobile is unable to conclusively determine the events surrounding the return of the CellSpot; however, records indicate Mr. [redacted] was billed the non-return fee and tax reflected on the revised final billing statement dated October 19, 2016. In an effort to amicably resolve Mr. [redacted]’s concerns however, T-Mobile provided a credit totaling $312.12 for the non-return fee and tax. This credit returns Mr. [redacted]’s account to a zero balance. Mr. [redacted] accepted this offer as resolution. 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. Kimo C[redacted] Executive Response

June 6, 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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any coverage concerns Mr. [redacted] experienced while having his T-Mobile service active. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availability. A review of the account reflects that it was activated on December 28, 2016, and on February 9, 2017, Mr. [redacted] cancelled his account when he ported his mobile number to another service provider.
At the time of activation, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease by obtaining one Samsung Galaxy S7 Edge 32 gigabytes (“GB”) handset. At the time of the lease, Mr. [redacted] agreed to 18 monthly payments of $33.00 plus applicable taxes. As the account was canceled prior to fulfillment of the JOD terms, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87 were accelerated and posted to the final billing statement dated March 1, 2017.
Mr. [redacted]’s final billing statement dated March 1, 2017, had a balance of $920.35 which included past due balance of $73.01 from the prior billing statement dated January 29, 2017, NE Universal service charge of $0.08, the JOD monthly installment including taxes of $35.39, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87.
Please note that on March 1, 2017, a payment of $73.01 was remitted to the account. Following, on April 24, 2017, and May 2, 2017, payments of $200.00 and $50.00 were remitted to the account, leaving the account with a remaining balance of $597.34.
Upon receipt of Mr. [redacted]’s correspondence from your office, we confirmed that on May 19, 2017, the Samsung Galaxy S7 Edge handset was successfully returned to T-Mobile. As such, on May 26, 2017, a credit of $847.26 for the charges associated with the Samsung Galaxy S7 Edge handset was issued to the account, leaving the account with a credit balance of $249.92. Additionally, a refund of $249.92 was approved by T-Mobile and forwarded to Citibank to be disbursed as prepaid debit card for the above mentioned credit. Please allow up to ten business days for delivery of the prepaid debit card. 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.
Aika A[redacted]
Executive Response

August 8, 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 2, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concern regarding the Samsung Buy One Get One free promotion. T-Mobile customers that purchased any Samsung handset between May 27, 2016 and June 9, 2016, and added a new line of service, were eligible to get a Samsung of equal or lesser value free through a mail in rebate. In an effort to resolve this matter amicably, T-Mobile confirms that Mr. [redacted]’s prepaid refund card in the amount of $789.99, was shipped on July 31, 2016. Mr. [redacted] should allow 15-30 days for delivery. 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